Fidelity Services Group – Control Room Operator (WhatsApp).
Location: Pretoria, Gauteng.
Division: Fidelity ADT – FADT Gauteng.
Type: Permanent.
Closing Date: 10 September 2025.
Industry: Security & Investigations.
Experience Level: Entry Level.
Department: Customer Service.
Purpose of the Role
We are looking for a Control Room Operator to handle and respond to customer queries and requests via the WhatsApp platform.
The role requires excellent communication, quick decision-making, and attention to detail.
Minimum Requirements
Grade 12 (Matric)
PSIRA Grade C certification
Previous security industry experience
Key Responsibilities
Administration
Monitor and respond to emergency and non-emergency signals
Contact premises, clients, and key holders when necessary
Record incidents and activations using computer systems
Report accidents and incidents to the duty supervisor
Ensure all admin and signal handling is completed
Monitor vehicle violations
Update timesheets regularly
Equipment & Computers
Report technical faults promptly
Use company equipment responsibly (no private calls)
Follow all safety and “zero harm” procedures
Client Interaction
Provide telephonic support for problems or complaints
Update client information (e.g., holiday instructions)
Report faulty alarm systems
Log and report sales leads
Assist with incidents in both client and non-client areas
Announce on-duty presence in WhatsApp groups for clients and CPF members
Monitor community groups for emergencies and dispatch response vehicles quickly
Compliance & Standards
Adhere to Standard Operating Procedures
Meet service level agreements and performance targets
Maintain high service standards at all times
Comply with company values, rules, and disciplinary codes
Competencies
Stress tolerance
Proactive decision-making
Commitment to learning
Strong quality focus
Compliance-driven
Persistence and problem-solving
Conflict management
Skills Required
Computer literacy (Word, Excel, Outlook, Presentations)
Strong telephone etiquette
Client liaison skills
Fluent in English
Ability to assist with ad-hoc projects when needed
Additional Information
Fidelity Services Group supports employment equity and encourages applications from historically disadvantaged and black female candidates. Preference is given to internal applicants where applicable.
If you do not hear from us within 10 working days after the closing date, please consider your application unsuccessful.