Customer Service Agent Jobs 2026 at Fidelity Services Group offer an opportunity for customer-focused and solution-driven individuals to join the Fidelity ADT team in Midrand, Gauteng. Fidelity Services Group is recruiting five Customer Service Agent Level 1 employees on a permanent basis. The successful candidates will provide professional and efficient assistance to internal and external customers through various contact channels while working toward service-level and customer satisfaction targets. The role is suited to candidates with Matric, strong communication skills, computer literacy and customer service or call centre experience.
Position Details
- Job Title: Customer Service Agent Level 1 x 5
- Company: Fidelity Services Group
- Division: Fidelity ADT
- Business Unit: FADT – Gauteng
- Location: Midrand, Gauteng
- Employment Type: Permanent
- Experience Level: Entry Level
- Industry: Security and Investigations
- Vacancies: 5 Positions
- Closing Date: 31 August 2026
Minimum Requirements
Applicants for the Customer Service Agent Jobs 2026 should have:
- Matric or a relevant qualification.
- At least 6 months’ call centre customer service experience.
- Customer service experience in a call centre environment is advantageous.
- Computer literacy is essential.
- Knowledge of MS Word, Excel, Outlook and relevant company systems.
- Own transport.
- Willingness to work shifts.
- Excellent telephone communication skills.
- Ability to communicate professionally and diplomatically.
- Ability to work effectively within a team.
- High level of stress tolerance.
- Good conflict-management skills.
- Strong attention to detail.
- Accurate reporting skills.
- Basic decision-making abilities.
- A proactive and positive approach to work.
- Bilingual communication ability.
Skills Required
Candidates applying for Customer Service Agent Jobs 2026 at Fidelity Services Group should demonstrate:
- Excellent customer-service skills.
- Strong verbal and telephonic communication.
- Active listening.
- Problem-solving abilities.
- Conflict management.
- Patience and professionalism.
- Computer and system literacy.
- Attention to detail.
- Accurate information capturing.
- Ability to work under pressure.
- Teamwork and cooperation.
- Self-motivation.
- Proactive thinking.
- Ability to follow procedures.
- Adaptability and flexibility.
Key Responsibilities
Customer Service
- Provide professional service to internal and external customers.
- Respond to customer issues and concerns through available communication channels.
- Provide appropriate solutions to customer queries.
- Assist with basic technical troubleshooting.
- Aim to resolve customer queries during the first interaction where possible.
- Maintain a positive and professional company image.
Call Centre Operations
- Receive incoming calls using the first-available-consultant process.
- Transfer calls to the relevant departments.
- Receive and process phone-in alarm calls and cancellation signals.
- Receive and action emergency calls.
- Confirm client and technical signals.
- Communicate with internal and external clients.
- Handle account-related queries.
- Assist with client retention activities.
Customer Database Management
- Record customer interactions accurately on the relevant systems.
- Update customer requests on Listener.
- Verify customer information.
- Maintain accurate customer records.
- Capture relevant information from customer interactions.
Query and Complaint Management
- Escalate customer issues through the correct processes.
- Delegate queries and complaints to the appropriate departments.
- Take ownership of escalated matters.
- Follow up with customers to ensure issues are resolved.
- Report system faults to the Supervisor or Call Centre Manager.
Administrative Duties
- Load temporary or holiday instructions.
- Record and distribute sales leads to relevant branches.
- Maintain service statistics.
- Complete required reports.
- Assist with updating Key Performance Areas where required.
- Keep customer and system information accurate.
Compliance and Quality
- Follow company policies, procedures and the Code of Conduct.
- Stay up to date with standard operating procedures.
- Follow Quality Assurance initiatives.
- Keep up to date with changes to the company knowledge base.
- Maintain high standards of customer service.
- Adhere to scheduled working hours and shift requirements.
Personality Traits
The ideal candidate for the Customer Service Agent Jobs 2026 should be:
- Accurate and adaptable.
- Cautious and communicative.
- Disciplined and compliant.
- Detailed and precise.
- Diplomatic and unbiased.
- Proactive and self-motivated.
- Patient and a good listener.
- Inquisitive and optimistic.
- Persuasive and positive.
- Confident and self-assured.
- Rational and solution-driven.
- Professional and customer-focused.
- Able to maintain self-control under pressure.
Why Apply
The Customer Service Agent Jobs 2026 at Fidelity Services Group provide an opportunity to build experience in a professional customer contact centre environment. Successful candidates will gain practical exposure to customer service, call centre operations, technical troubleshooting, customer database management, emergency call handling, query resolution and client retention within the security industry. The position may be suitable for candidates looking to establish or grow their careers in call centre and customer service operations.
Important Notes
- Five Customer Service Agent Level 1 positions are available.
- The position is permanent.
- The vacancy is based in Midrand, Gauteng.
- Matric is a minimum requirement.
- 6 months’ call centre customer service experience is required according to the skills criteria provided.
- Own transport is required.
- Candidates must be willing to work shifts.
- Only candidates who meet the requirements should apply.
- Fidelity Services Group reserves the right not to make an appointment.
- Preference may be given to existing employees on merit, while Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in line with the company’s transformation policy.
- If you are not contacted within 10 working days after the closing date, consider your application unsuccessful.