Position: Technical Dispatch Agent Level 2
Location: Midrand, Gauteng
Division: Fidelity ADT – Gauteng
Department: Customer Contact Centre (CCC)
Type: Permanent
Closing Date: 4 July 2025
Experience Level: Entry Level
Main Purpose of the Role:
The Technical Dispatch Agent Level 2 is responsible for scheduling and coordinating service appointments, dispatching technicians, and providing excellent customer service.
The role ensures smooth operations in the CCC by organizing technical service workflows, resolving issues, and maintaining communication between clients and technicians.
Key Duties & Responsibilities:
Schedule and assign service calls.
Coordinate technician visits based on availability and customer needs.
Follow up to confirm appointments and timelines are met.
Manage service bookings and updates in the system.
Handle customer queries and complaints promptly.
Update databases with client information.
Communicate with professionalism, especially during escalations.
Ensure quality standards are met daily.
Promote additional services and campaigns through phone marketing.
Assist after-hours calls and coordinate with standby technicians.
Track repeat service visits and escalate ongoing issues.
Ensure proper communication before and after technician visits.
Maintain a clean, organized work area and comply with company policies.
Perform ad-hoc tasks and attend required meetings/training.
Minimum Qualifications & Experience:
Matric (Grade 12)
Customer service experience
Scheduling and appointment coordination skills
Previous call center experience (advantageous)
Familiarity with continuous improvement processes (beneficial)
Required Skills & Competencies:
Proficiency in MS Office, Outlook, and Listener
Understanding of security systems (basic user operation)
Strong communication skills in English and Afrikaans (verbal & written)
Customer-focused with high stress tolerance
Excellent time management and organizational skills
Ability to multitask and work under pressure
Attention to detail and problem-solving abilities
Team player with a proactive and professional approach
Work Expectations:
Meet daily performance targets
Maintain service quality
Respect deadlines and shifts
Adhere to standard operating procedures and the disciplinary code
This role requires someone committed to customer satisfaction, with strong coordination skills and the ability to thrive in a fast-paced environment.