Contact Centre Sales Agent Line 2 – Fidelity Services Group | Midrand, Gauteng
Company: Fidelity Services Group
Location: Midrand, Gauteng
Date Posted: 3 June 2025
Contract Type: Permanent
Application Closing Date: 10 June 2025
About the Company
Fidelity Services Group is a leader in the South African security and protection services industry, with a strong commitment to client satisfaction, employee empowerment, and operational excellence. Through its Fidelity ADT division, the company offers top-tier alarm monitoring, armed response, and customer service operations that help ensure the safety and peace of mind of its clients across the country. As the organization continues to grow, it seeks dedicated individuals ready to make a lasting impact through superior service delivery.
Role Overview
The Contact Centre Sales Agent Line 2 plays a vital role in maintaining customer retention and satisfaction within the Fidelity ADT service line. This role involves handling client queries and cancellation requests, supporting reconnections, managing sales appointments, and delivering superior customer experiences via phone, email, and walk-ins. This position is based in Midrand and offers an exciting opportunity for individuals with call centre experience to grow their careers within a highly reputable organization.
Key Responsibilities
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Handle and process moving and cancellation requests from customers
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Engage with both in-house and dealer clients regarding account terminations
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Provide first-line resolution to customer issues related to cancellations
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Proactively communicate with clients to ensure all queries and relocation updates are addressed
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Conduct follow-ups and callbacks daily on all pending cancellation or reconnection cases
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Maintain detailed records of client interactions using internal CRM systems
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Coordinate with internal departments to resolve queries or escalate issues as needed
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Handle overflow call volumes from Level 1 agents to maintain service levels
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Qualify leads and make outbound calls to promote reconnection services
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Book appointments for relocation and reconnection consultations
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Schedule diary entries for sales consultants to ensure timely follow-up
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Assist in executing reconnections or schedule system removals where reconnections are not possible
Minimum Qualifications and Experience
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Matric / Grade 12 – Essential
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Minimum of 2 years’ experience in a call centre customer service or sales role – Required
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Proven track record in lead generation or sales retention – Advantageous
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Experience with CRM tools and telephonic client engagement – Preferred
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Ability to understand and resolve customer issues independently
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Strong administrative and coordination skills
Core Competencies and Personal Attributes
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Strong customer focus and the ability to resolve issues effectively
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High levels of professionalism in verbal and written communication
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Demonstrated ability to adapt to change and work in a fast-paced environment
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Excellent listening and problem-solving skills
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Patience and empathy when engaging with difficult clients
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Strong decision-making and follow-up skills
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Ability to prioritize multiple tasks while maintaining attention to detail
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Proven ability to build peer relationships and work as part of a team
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Confident in handling objection management and converting cancellations into reconnections
What the Company Offers
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A permanent position with one of South Africa’s most trusted security providers
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Exposure to advanced customer service systems and processes
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Opportunities to transition into supervisory or specialist roles in customer retention and service
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Competitive remuneration aligned with experience and performance
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A collaborative and inclusive working environment
Equal Opportunity Statement
Fidelity Services Group is an equal opportunity employer that supports diversity, inclusion, and fair employment practices. Preference will be given to Historically Disadvantaged Individuals (HDIs) and Black Female Candidates in line with the company’s employment equity and transformation objectives. All appointments will be made based on merit, ensuring fairness and business alignment.
Fidelity Services Group (Pty) Ltd actively supports ethical business practices and invests in the continuous development of its human capital to ensure long-term market success.
If you have not been contacted within 10 working days from the closing date, kindly consider your application unsuccessful.
How to Apply
Submit your application before 10 June 2025 to be considered for this exciting opportunity. For more details and to apply, please visit Jobs & Career Opportunities.
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