Control Room Operator

Control Room Operator – WhatsApp

Company: Fidelity Services Group (Fidelity ADT)
Location: Pretoria, Gauteng
Job Type: Permanent
Posted Date: 3 September 2025
Closing Date: 10 September 2025
Industry: Security and Investigations
Job Function: Customer Service
Experience Level: Entry Level

Main Purpose of the Job

The ideal candidate will be responsible for managing and responding to customer inquiries and requests via the WhatsApp platform. This role demands strong communication skills, attention to detail, and the ability to think quickly in dynamic situations.

Minimum Qualification & Experience Requirements

Grade 12 (Matric)
Grade C PSIRA Registration
Experience in the security industry

Key Responsibilities and Duties

Administration:

Monitor and respond to emergency and non-emergency signals
Contact clients, key holders, and premises as needed
Accurately record information via computer systems
Report all incidents and accidents to the senior on duty
Complete administrative tasks and documentation related to handled signals
Monitor and report vehicle violations
Update timesheets

Computers & Equipment Management:

Report faults to relevant authority
Avoid misuse of company phones
Ensure compliance with safety and zero-harm policies

Client Liaison:

Assist clients telephonically with issues and complaints
Update client details (e.g. holiday instructions)
Report faulty alarm systems via proper channels
Capture and report sales leads
Handle incidents and requests from both paying and non-paying clients in designated areas
Book on duty in WhatsApp groups to notify clients and CPF members of presence
Monitor community WhatsApp groups for emergencies and dispatch response vehicles promptly

Standard Operating Procedures:

Follow all SOPs and service level targets
Maintain high service standards
Comply with the disciplinary code and company values

Competencies Required

Stress Tolerance
Initiating Action
Continuous Learning
Quality Orientation
Compliance
Tenacity
Conflict Management

Skills Required

Computer literacy (Word, Excel, Outlook, Presentations)
Telephone etiquette
Client liaison skills
Fluency in English
Ability to assist with ad-hoc tasks and projects as needed

Additional Notes

Preference is given to internal employees, but external applications are welcomed.
Historically Disadvantaged and Black Female Candidates are encouraged to apply.
If you do not receive feedback within 10 working days of the closing date, consider your application unsuccessful.

CLICK HERE TO APPLY

Control Room Operator