Control Room Operator- Whatsapp ( Fareast and East Branch)

Fidelity Services Group; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading security services provider in Gauteng is seeking an individual to manage customer inquiries through the Whatsapp platform. This role demands strong communication skills, attention to detail, and experience in the security industry. Applicants should hold Grade 12 (Matric) and Grade C PSIRA registration. The responsibilities include monitoring emergency signals, assisting clients telephonically, and ensuring adherence to operating procedures. This position is an excellent opportunity for those looking to grow within a reputable security firm.

Qualifications

• Must have Grade 12 (Matric) and be Grade C PSIRA Registered.
• Experience in the security industry is required.
• Strong client liaison skills and the ability to manage emergencies.

Responsibilities

• Manage customer inquiries and requests via Whatsapp platform.
• Monitor and action emergency and non-emergency signals.
• Assist clients with problems or complaints over the phone.

Skills

Communication skills

Attention to detail

Computer literacy

Telephone etiquette

Client Liaison

Fluency in English

Education

Grade 12 (Matric)

Grade C PSIRA Registered

Job description

MAIN PURPOSE OF JOB

The ideal candidate will be responsible for managing and responding to customer inquiries and requests through the Whatsapp platform. This role requires strong communication skills, attention to detail, and the ability to think quickly.

QUALIFICATION & EXPERIENCE

• Grade 12 (Matric)
• Grade C PSIRA Registered
• Comes from security industry

RESPONSIBILITIES AND DUTIES: ADMINISTRATION

• Monitor and action emergency and non-emergency signals
• Phoning of the Premises/ Clients/ Key holders
• Recording all relevant information into the activations by means of computer
• Record and report all incidents and accidents to the senior on duty
• Ensure all relevant administrative work and handled signals are completed
• Monitoring and action of vehicle violations
• Updating of timesheets

COMPUTERS AND EQUIPMENT MANAGEMENT

• Report any faults to the appropriate authority on duty
• Not abuse the use of company telephones for private telephone calls
• Effective use and compliance of safety and zero harm standards

CLIENT LIAISON

• Telephonic assistance with any problems or complaints
• Updating of client information i.e. holiday instructions/other client information to be given to Monitoring Associate IV/V
• Reporting of any faulty alarm systems through the appropriate channel(s)
• Sales leads to be recorded and reported through the appropriate channel(s)
• Assist with all incidents and requests on dedicated LSS areas paying clients and none-clients.
• Book on duty in designated WhatsApp groups to inform clients and CPF members of Fidelity-ADT's presence.
• Monitor community groups for emergency requests, ensuring prompt dispatch of response vehicles.

STANDARD OPERATING PROCEDURES

• Standing Operating Procedures must be upheld
• Meeting and keeping on agreed upon service level and performance targets
• High standard of service must be upheld
• Ensure that the disciplinary code is always adhered to.
• Ensure compliance at all times.
• Ensure that the company values are always upheld.

COMPETENCIES

• Stress Tolerance
• Initiating Action
• Continuous Learning
• Quality Orientation
• Compliance
• Tenacity
• Conflict Management

SKILLS

• Computer literacy (word, Excel, Outlook, Presentations)
• Telephone etiquette
• Client Liaison
• Fluency in English
• Assisting with other ad-hoc tasks and projects as and when required

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.