Fidelity – ADT Customer Service Agents

Fidelity Services Group is recruiting five Customer Service Agents for permanent Level 1 positions within the Fidelity ADT Customer Contact Centre in Midrand, Gauteng.

The successful applicants will handle incoming customer calls, respond to alarm and emergency queries, provide basic technical assistance and help resolve customer-service concerns.

Important: Applicants need Matric, at least six months of call-centre customer-service experience, computer literacy, their own transport and availability to work shifts.

At a glance

What the position involves

The Customer Service Agent provides assistance to Fidelity ADT’s internal and external customers through available contact channels.

The position requires agents to respond efficiently, record interactions accurately, maintain customer information and work towards service-level and first-contact-resolution targets.

Main duties and responsibilities

• Receive and respond to incoming customer calls.
• Transfer calls to the appropriate departments.
• Receive and action alarm-related and emergency calls.
• Provide basic technical troubleshooting assistance.
• Confirm client and technical signals.
• Assist with customer account queries.
• Load temporary or holiday instructions.
• Record customer interactions on the applicable systems.
• Update customer requests and information on Listener.
• Escalate unresolved issues through the correct processes.
• Take ownership of escalated queries and follow up with customers.
• Record and distribute sales leads to the relevant branches.
• Support customer-retention activities.
• Report system faults to the supervisor or Call Centre Manager.
• Maintain schedule adherence and remain logged in for the full shift.
• Follow standard operating procedures and quality-assurance requirements.

Minimum requirements

• Matric or another relevant qualification.
• At least six months of call-centre customer-service experience.
• Computer literacy.
• Working knowledge of Microsoft Word, Excel and Outlook.
• Experience with Listener will be relevant to the role.
• Own transport.
• Willingness to work shifts.
• Excellent telephone communication skills.
• Ability to communicate in more than one language.
• Ability to work under pressure.
• Ability to work effectively as part of a team.

Experience wording: The opening qualification section describes call-centre customer-service experience as advantageous, but the later skills section specifies six months of experience. Applicants should therefore treat six months of relevant experience as required.

Skills and personal attributes

• Customer-service orientation.
• Professional telephone communication.
• Attention to detail.
• Accurate recording and reporting of information.
• Basic decision-making ability.
• Conflict-management skills.
• Patience and active listening.
• Diplomacy and impartiality.
• Self-motivation and initiative.
• High stress tolerance.
• Adaptability and self-control.
• A positive and solution-focused attitude.

Working hours and transport

Successful applicants must work the hours and days allocated by the Fidelity ADT Customer Contact Centre. The position includes shift work, although the exact roster and shift times are not provided.

Own transport is required. Applicants should consider whether they can travel safely and reliably to Midrand for all assigned shifts.

The official vacancy does not state the salary, benefits or exact working schedule. These details should be confirmed if an applicant is shortlisted or offered the position.

Application checklist

• An updated CV.
• Clear Matric or relevant qualification information.
• At least six months of call-centre experience shown clearly.
• Accurate employer names, job titles and employment dates.
• Examples of resolving customer queries.
• Examples of handling telephone calls and escalations.
• Computer-system and Microsoft Office experience.
• Accurate shift and transport availability.
• A reliable cellphone number and professional email address.
• Any supporting documents requested through the application portal.

Need assistance preparing your CV or application documents? Visit our Learnership Resources and Guides.

About Fidelity Services Group and Fidelity ADT

Fidelity Services Group is a Southern African integrated security and risk-solutions provider. Fidelity ADT provides residential and business security, alarm monitoring, armed response and related customer-support services.

Visit the official Fidelity Services Group website.

Quick tips for applicants

• Show your six months of call-centre experience clearly.
• Mention the types of customer queries you handled.
• Include experience with technical troubleshooting or emergency calls, where accurate.
• List the computer and customer-management systems you have used.
• Confirm that you have your own reliable transport.
• Be honest about your shift availability.
• Submit before 31 August 2026.

Scam warning

Apply only through the official Fidelity Services Group recruitment platform. Do not pay anyone for an application, interview, assessment, training, uniform or employment placement.

Never share banking PINs, passwords or one-time PINs with anyone claiming that they can guarantee employment with Fidelity.

How this vacancy was verified

This vacancy was verified from the official Fidelity Services Group recruitment listing for five Customer Service Agent Level 1 positions in Midrand.

The listing confirms the Fidelity ADT division, permanent employment type, Midrand location, Matric requirement, call-centre experience, shift requirement, own-transport requirement, responsibilities and closing date.

The official advert does not state the salary, benefits or exact shift schedule.

Read more about our process on the How We Verify Listings page.

How to apply

1. Open the official Fidelity Services Group application page below.
2. Confirm that the position is Customer Service Agent Level 1 in Midrand.
3. Read the complete vacancy requirements.
4. Complete your personal, qualification and employment information accurately.
5. Show at least six months of call-centre customer-service experience.
6. Upload your CV and any supporting documents requested.
7. Check your contact information and work availability.
8. Submit before the closing date.

Application closing date

The official closing date is 31 August 2026.

The exact closing time is not stated. Applicants should submit by 30 August 2026 where possible.