Company: Fidelity Services Group (Fidelity ADT)
Industry: Security, Alarm Monitoring & Emergency Response Services
Department: Fidelity ADT Customer Contact Centre (FADT Gauteng)
Location: Midrand, Gauteng, South Africa
Position Type: Full-Time Permanent (Shift-Based)
Number of Positions: 5
Posted Date: 24 August 2026
Closing Date: Monday, 31 August 2026
About Fidelity ADT & The Customer Service Role
Fidelity Services Group is South Africa’s largest integrated security and private defense provider, guarding millions of homes and businesses nationwide.
Fidelity ADT is seeking 5 Customer Service Agents (Level 1) to join their Gauteng Customer Contact Centre based in Midrand. In this fast-paced, high-volume environment, agents handle inbound client interactions, emergency signals, cancellation calls, basic technical troubleshooting, and account updates while ensuring high customer retention and strict SLA compliance.
Key Responsibilities & Core Workstreams
In this security contact center role, your daily operational deliverables will cover five primary service pillars:
1. Emergency Signal & Call Handling
- Inbound Call Resolution: Receive incoming client calls on a first-available consultant basis, managing queries, emergency signals, and phone-in cancellation requests.
- Emergency Actioning: Receive and action urgent security alerts, dispatching or delegating cases to relevant operational departments immediately.
2. Basic Technical Support & Troubleshooting
- Technical Guidance: Assist clients with basic alarm troubleshooting, system testing, and signal confirmation over the phone.
- Temporary Instructions: Load temporary or holiday instructions and update account details accurately on the Listener system.
3. Lead Generation & Query Escalation
- Sales Lead Routing: Record and distribute sales leads to regional Fidelity branches.
- Query Ownership: Take end-to-end ownership of escalated account, billing, or service complaints to ensure complete customer resolution.
4. CRM & Database Management
- Data Accuracy: Proactively maintain customer files, logging every interaction details on internal CRM engines (Listener).
Candidate Profile & Qualifications
To qualify for entry into these positions, candidates must meet the following criteria:
- Educational Qualification: Grade 12 / Matric Certificate or equivalent qualification.
- Work Experience: Minimum 6 months of customer service experience in a call center environment.
- Transport & Shift Availability: Must possess own reliable transport and be fully willing to work rotating contact center shifts.
- Technical & System Competencies:
- Fully computer literate (MS Word, Excel, Outlook, and CRM engines like Listener).
- Bilingualism with excellent telephonic communication and listening skills.
- High stress tolerance with proven conflict management and debriefing skills.
- Equity Focus: While open to all, preference is given to internal candidates and Historically Disadvantaged / Black Female candidates in alignment with Fidelity’s transformation policies.
- Location: Based in or able to commute reliably to Midrand, Gauteng.
What Fidelity Services Group Offers
- Security Industry Leader: Corporate placement within South Africa’s leading security and emergency response enterprise.
- Permanent Employment: Long-term career stability with structured internal promotion pathways into specialized dispatch, technical support, or supervisor roles.
- Skills Development: Continuous training on corporate contact center systems and emergency management workflows.
Career Advice for Fidelity Applicants
- Highlight Listener & Alarm System Knowledge: If you have prior experience with Listener CRM, alarm monitoring systems, or call center software, state it prominently on page 1 of your CV.
- Confirm Own Transport & Shift Flexibility: Mention explicitly in your application that you have your own transport to get to Midrand for shift work.
- Focus on Conflict Resolution: Detail any previous experience de-escalating anxious or angry customers over the phone.
Sample Security Call Center Interview Questions
Emergency Escalation & De-escalation
- Question (De-escalation): “How do you remain calm and clear when assisting an panicked client whose home alarm has gone off accidentally?”
- Question (Troubleshooting): “What steps do you follow to walk a client through basic technical troubleshooting on their alarm panel?”
How to Apply
Submit your application directly through the official Fidelity Services Group career portal:
- Company: Fidelity Services Group (Fidelity ADT)
- Position: Customer Service Agent Level 1 (5 Positions)
- Location: Midrand, Gauteng
- Closing Date: 31 August 2026