SIGNAL MANAGEMENT COORDINATOR - JHB

Fidelity Services Group; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Fidelity Services Group is seeking a Signal Management Co-ordinator to contact clients with excessive alarms or faulty systems and arrange technical call outs. The role involves scheduling technicians, monitoring outcomes, and liaising with other units to meet customer needs.

Applicants should have Grade 12, MS Outlook proficiency, and prior customer-service experience. ADT systems knowledge (Listener) and technical experience are advantageous.

Qualifications

• Grade 12/Matric is required.
• Computer literacy, especially MS Outlook, is essential.
• Customer service experience is required.
• Knowledge of ADT systems, Listener, and any technical experience is advantageous.

Responsibilities

• Arrange technical call outs and ensure technicians are scheduled.
• Send excessive response letters to repetitive clients.
• Monitor completed call outs to ensure rectification.
• Assist Signal Management Technicians and Team Leaders to identify root causes.
• Collaborate with other business units.
• Understand customer requirements from the alarm system and coordinate resources.
• Drive a reduction in customer activity rates.
• Perform general administrative duties.

Skills

MS Outlook

Customer Service

ADT Systems

Listener

Technical experience

Education

Grade 12/ Matric

Tools

MS Office

Job description

SIGNAL MANAGEMENT CO ORDINATOR

Overall Purpose of the Job:

To contact clients with excessive alarms/faulty alarm systems and arrange technical call outs.

Minimum qualifications and experience:

• Grade 12/ Matric
• Computer Literate essential ( MS Office Outlook)
• Customer Service experience
• Knowledge of ADT systems, i.e Listener and Technical experience (advantageous)

Main duties & Responsibilities:

• Arrange Technical call outs and ensure technicians are adequately scheduled
• Arrange for excessive response letters to be delivered to repetitive clients
• Check and monitor completed technical call outs by Signal Management technicians to rectification.
• Assisting Signal Management Technicians and Team Leaders to identify root causes driving customer alarms.
• Collaborate with other business units
• Take time to understand what the customer requires from the alarm system and coordinate resources in order to affectively deliver to the customer requirements
• Drive a reduction in customer activity rates
• General administrative duties.

Behavioral Competencies:

• Problem Solving
• Customer Focus
• Planning and organising
• Written Communication
• Drive for results

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.