Fidelity Services Group
Position: Control Room Operator – WhatsApp (Far East & East Branch)
Company: Fidelity Services Group (Fidelity ADT)
Location: Benoni, Gauteng
Employment Type: Permanent
Experience Level: Entry Level
Industry: Security and Investigations
Functional Area: Customer Service
Posted: 10 December 2025
Closing Date: 17 December 2025
Job Purpose
The Control Room Operator will manage and respond to customer enquiries and requests via WhatsApp. The role requires strong communication skills, quick thinking, and attention to detail while ensuring effective monitoring and response to security-related incidents.
Minimum Requirements
- Grade 12 (Matric)
- Grade C PSIRA Registration
- Background in the security industry
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Key Responsibilities
Control Room & Administration
- Monitor and action emergency and non-emergency signals
- Contact premises, clients, and key holders as required
- Accurately record all activations and incidents on the system
- Report incidents and accidents to the senior on duty
- Ensure all administrative work and handled signals are completed
- Monitor and action vehicle violations
- Update timesheets
Computer & Equipment Management
- Report system or equipment faults to the relevant authority
- Ensure proper and responsible use of company equipment
- Comply with safety and zero-harm standards
Client Liaison
- Provide telephonic assistance for client queries and complaints
- Update client information (e.g. holiday instructions)
- Report faulty alarm systems through the correct channels
- Record and report sales leads
- Assist with incidents and requests from paying and non-paying clients
- Book on duty in designated WhatsApp groups to inform clients and CPF members
- Monitor community groups for emergency requests and dispatch response vehicles
Standard Operating Procedures
- Adhere to all standing operating procedures
- Meet agreed service level and performance targets
- Maintain a high standard of service delivery
- Ensure compliance with company policies, disciplinary code, and values
Competencies
- Stress tolerance
- Initiating action
- Continuous learning
- Quality orientation
- Compliance
- Tenacity
- Conflict management
Skills
- Computer literacy (Word, Excel, Outlook, Presentations)
- Professional telephone etiquette
- Client liaison skills
- Fluency in English
- Willingness to assist with ad-hoc tasks and projects
Employment Equity:
Preference may be given to existing employees. Historically Disadvantaged Candidates and Black Female Candidates are encouraged to apply.
Note: If you are not contacted within 10 working days after the closing date, please consider your application unsuccessful.
Fidelity Services Group (Pty) Ltd reserves the right not to make an appointment.