Contact Centre Technical Dispatch/Escalations Agent Line 2

Cape Town
Salary: Market Related
Job Type: Permanent
Sectors: Call Centre Sales
Reference: 165884

Apply before Jan 23 2026 | 9 Days left

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Vacancy Details

Employer: Fidelity Services Group

MAIN PURPOSE OF JOB:

QUALIFICATION & EXPERIENCE:

Matric/ Grade 12
Computer literate (MS Office, Listener, Outlook)
Minimum 2 years’ experience within a contact centre of which technical experience is advantageous

DUTIES AND RESPONSIBILITIES

Booking and scheduling of service calls for technicians
Coordinate after-hour calls for standby Technicians if shifts exceed normal work hours or with a “standby” supervisor.
Dispatching and Coordinating of Technicians to attend to all scheduled work
To build customers’ interest in the services and products offered by the company.
Drive technical revenue through the marketing “Yes” campaign
Respond to all queued and escalated calls in an efficient and professional manner
Communicate any ongoing / rebooked calls if sites have been visited more than twice by any technician due to a recall
Handling of all client queries and complaints and escalating for resolution where required
Handling of all ADT Secure Home and Secure Connect with help aids and scheduling of service calls
Handling of all CCTV and new FADT technical product queries and complaints
Attend to Inbound and Outbound Webmail/Webchat communication
Perform telephonic guidance and advice when clearing error messages, finding faults & problems in the security system
Identify product types and provide documentation & Information to a customer related to a particular request
Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution to satisfy the customer.

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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About Fidelity Services Group

Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation.

Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological developments globally, and continuously evolving and innovating, the Group remains a front-runner in the security solutions market.

Through a bouquet of services and related products, the Group can tailor make a solution for any requirement. With the Group's exceptional leadership, the unwavering commitment of management and that of all its employees, the Group has enjoyed exceptional growth over the last five years.

The Group's Cash Solutions business continues to grow and has quickly become a serious competitor in the market, garnering a large number of high profile national contracts and bringing state of the art technology backed by Fidelity's hands-on approach to the market