Control Room Operator – WhatsApp
Company: Fidelity Services Group.
Division: Fidelity ADT – Gauteng.
Location: Pretoria, Gauteng.
Type: Permanent.
Experience Level: Entry Level.
Posted: 08 October 2025.
Closing Date: 14 October 2025.
Main Purpose of the Job
Fidelity Services Group is seeking a dedicated and alert Control Room Operator to manage and respond to customer inquiries and incidents through the WhatsApp communication platform. The role requires quick decision-making, strong communication skills, and a high level of professionalism in handling client requests and emergencies.
Minimum Requirements
Grade 12 (Matric).
PSIRA Grade C Certification.
Prior experience in the security industry.
Computer literacy (Microsoft Word, Excel, Outlook).
Excellent telephone etiquette and communication skills.
Fluency in English (written and spoken).
Key Responsibilities
Administration & Monitoring
Monitor and respond to emergency and non-emergency signals via WhatsApp and control room systems.
Contact clients, keyholders, and emergency contacts as required.
Record all incidents accurately in the system.
Report any accidents, faults, or irregularities to the supervisor.
Complete all administrative work and maintain up-to-date records.
Track and update timesheets and vehicle movements.
Client Liaison
Provide telephonic and WhatsApp assistance to clients for queries and complaints.
Update client details and holiday instructions.
Report faulty alarm systems or technical issues.
Record and escalate potential sales leads.
Monitor community and CPF (Community Policing Forum) WhatsApp groups for emergency alerts and dispatch response vehicles accordingly.
Communicate Fidelity-ADT’s active presence to clients and communities through WhatsApp updates.
Compliance & Operations
Adhere strictly to company Standard Operating Procedures (SOPs).
Uphold Fidelity’s service standards, performance targets, and disciplinary codes.
Maintain compliance with all company policies and zero-harm safety standards.
Ensure company values and ethical standards are consistently demonstrated.
Core Competencies
Stress tolerance and composure under pressure.
Initiative and proactive attitude.
Strong attention to detail and accuracy.
Conflict management and problem-solving.
Commitment to learning and quality service delivery.
Note
Preference will be given to existing employees and Historically Disadvantaged and Black Female Candidates, in line with Fidelity’s employment equity and fair practice policies.
If you have not been contacted within 10 working days after the closing date, please consider your application unsuccessful.