Control Room Operator – WhatsApp
Company: Fidelity Services Group (Fidelity ADT)
Location: Pretoria, Gauteng
Job Type: Permanent
Posted Date: 8 October 2025
Closing Date: 14 October 2025
Level: Entry Level
Industry: Security and Investigations
Functional Area: Customer Service
Main Purpose of the Job:
To manage and respond to customer inquiries and requests via the WhatsApp platform. The role requires quick thinking, clear communication, and a high level of attention to detail.
Minimum Qualifications and Experience:
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Grade 12 (Matric)
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Grade C PSIRA Registration
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Experience in the security industry
Key Responsibilities:
Control Room Operations & Communication:
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Monitor and respond to emergency and non-emergency signals
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Phone premises, clients, and keyholders as needed
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Record relevant information and incident details on the system
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Update client information (e.g. holiday instructions)
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Monitor community WhatsApp groups for emergency alerts and coordinate response
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Book on duty in relevant WhatsApp groups to notify communities of ADT presence
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Provide telephonic assistance to clients and handle complaints
Administration & Reporting:
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Complete all administrative tasks related to handled signals
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Report incidents, alarm faults, and accidents to supervisors
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Record and report sales leads
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Monitor vehicle violations and update timesheets
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Ensure compliance with standard operating procedures (SOPs)
Client Liaison:
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Deliver high-standard customer service
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Assist both paying and non-paying clients in dedicated LSS areas
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Ensure all client interactions are logged and escalated appropriately
Systems & Equipment Use:
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Report system or equipment faults
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Ensure proper use of computers and telephones
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Maintain zero harm and safety compliance
Key Competencies:
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Stress Tolerance
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Tenacity
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Conflict Management
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Compliance and Quality Orientation
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Initiative and Continuous Learning
Skills Required:
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Strong computer skills (Word, Excel, Outlook)
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Excellent telephone etiquette
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Fluent in English
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Strong client liaison and interpersonal communication skills
Additional Information:
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Preference may be given to internal applicants and to Historically Disadvantaged Candidates, especially Black Female Candidates.
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If no response is received within 10 working days after the closing date, consider the application unsuccessful.
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The company promotes ethical business practices and the development of its human capital.
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