Fidelity Services Group Call Center Agent 2025: Seeking Candidates with Matric / Grade 12 Qualification to Register for Employment

About Fidelity Services Group
Fidelity Services Group is widely regarded as one of Southern Africa’s most esteemed and longstanding providers of security solutions, with an impressive legacy that spans more than 60 years. With a proven track record of delivering exceptional service, the company has earned its place as a trusted leader in the security industry. This success is driven by its commitment to offering top-tier service while continually advancing innovation in protective technologies, ensuring the highest standards of safety and security.

What distinguishes Fidelity Services Group is its unwavering dedication to excellence in every aspect of its operations. This focus on quality is powered by strong leadership that fosters a culture of high standards across the entire organization. Alongside its pursuit of operational excellence, the company upholds stringent corporate governance practices, ensuring all business activities are ethically sound and fully compliant with relevant laws and regulations. This dual commitment to both service quality and ethical conduct has solidified Fidelity’s position as a trusted and respected leader in the security sector.

About the Fidelity Services Group Call Center Agent 2025
Fidelity Services Group is offering an employment opportunity for candidates who would like to obtain a chance to work for the company as a Call Center Agent. The Fidelity Services Group is seeking Sales Call Center Agents to serve as the key point of contact between our company and both current and prospective customers. The ideal candidate will take ownership of the sales process, confidently promoting and selling a variety of products to new and existing clients while consistently prioritizing customer satisfaction in all actions and decisions.

A natural aptitude for sales, particularly in a telephone-based environment, is essential to succeed in this role. The successful candidate will be skilled at engaging customers, understanding their needs, and presenting tailored product solutions that drive both sales and positive customer experiences.

You will also be required to perform the duties below:

• Answer incoming calls promptly and professionally
• Provide accurate and relevant information to customers
• Upsell and cross-sell additional products to existing and potential clients
• Sell multiple products to sales leads generated from various platforms
• Handle and overcome client objections, focusing on opening, closing, and maintaining proper telephone etiquette, such as recognizing buying signals
• Identify customer needs through effective probing and seize upselling opportunities when they arise
• Meet minimum sales targets consistently
• Achieve a minimum QA (Quality Assurance) and Compliance score of 90%
• Meet daily and monthly ARPU (Average Revenue Per User) targets
• Achieve daily and monthly sales conversions by always asking clients for referral leads
• Maintain daily talk time, meet SLA (Service Level Agreement) requirements, and keep AHT (Average Handle Time) within the target
• Adhere to call center scripts, verify client information, and ensure proper declarations
• Build lasting relationships with customers and go the extra mile to engage them
• Capture sales and client personal details accurately
• Schedule fitments accurately and efficiently
• Liaise with clients via email to maintain effective communication.

General Duties as a Call Center Agent

• Answer inbound calls and respond to customer inquiries, concerns, and service requests in a timely and professional manner
• Provide information about products, services, and company policies to assist customers
• Resolve customer issues by addressing complaints, technical problems, and service disruptions
• Document customer interactions, issues, and resolutions accurately in the call center database or CRM system
• Make outbound calls for follow-ups, surveys, updates, or feedback collection
• Upsell and cross-sell relevant products and services to customers, helping to meet sales targets
• Track and report unresolved issues, escalating them to higher-level support or relevant departments as needed
• Maintain professionalism by exhibiting a positive attitude and ensuring high customer satisfaction during all interactions
• Follow call scripts and guidelines to ensure consistency and accuracy in communication
• Work collaboratively with team members and other departments to resolve complex issues and improve service
• Meet performance metrics like call handling time, resolution rates, and customer satisfaction levels, adhering to Service Level Agreements (SLAs)
• Continuously update knowledge of products and services to respond effectively to customer queries
• Protect customer privacy by following data protection regulations and handling sensitive information responsibly.

Eligibility Criteria
Applicants seeking to join the Fidelity Services Group as a Call Center Agent must first meet specific eligibility criteria before submitting their applications. The requirements listed below are crucial in assessing whether you qualify for the position. To improve your chances of success, take the time to thoroughly review each requirement and confirm that you meet all the necessary qualifications. Failing to satisfy even one of these conditions could hinder your chances of being considered for the role. Keep these eligibility standards in mind throughout the application process to ensure you stay on course and submit a competitive application.

The Fidelity Services Group Call Center Agent Eligibility Criteria are as follows:

• Hold a Matric / Grade 12 certificate
• Have at least 3 years of experience in an inbound sales call center (telecommunications experience is a plus)
• Be flexible to work weekends and after hours when required
• Commit to working one Saturday per month
• Stay target-driven
• Be punctual
• Demonstrate the ability to multi-task, prioritize tasks, and manage time effectively
• Exhibit excellent verbal and written communication skills
• Maintain composure and professionalism under pressure
• Stay self-motivated
• Use positive language in all interactions
• Manage time effectively
• Pay close attention to detail
• Perform well under pressure in a fast-paced environment

Application Instructions
Apply online Fidelity Services Group Call Center Agent 2025 at:

• Roodepoort, Gauteng (closing date: 12 November 2024)

Please follow the application instructions below:

1. Use Google Chrome when accessing the online portal to ensure the best possible experience.
2. Enter the most accurate and up-to-date information in the required fields, making sure your personal details accurately reflect your current status
3. Carefully review your application for any errors. Mistakes could impact your eligibility as the selection committee assesses your submission
4. Upload an updated CV that emphasizes your main strengths and skills to provide a comprehensive view of your qualifications
5. By submitting your application, you agree to allow the selection committee to use your personal information for the registration process
6. Submit your application solely through the designated online portal; other submission methods, such as hand delivery or fax, will not be accepted by the selection committee.

Closing Date
Applications for the Fidelity Services Group Call Center Agent must be submitted before the closing date on 12 November 2024.

Register your application as early as possible to secure your place in the recruitment process. Acting promptly enhances your likelihood of being considered, though it doesn’t ensure an immediate acceptance. Early submissions reflect proactive interest, which can be beneficial during selection.

Only shortlisted candidates will be contacted. If you do not receive a response from the selection committee within 10 days of submitting your application, it means you were not selected for this opportunity.

Please note that the committee has a strict policy against late submissions; any application received after the deadline will be automatically disqualified, with no exceptions. Fidelity Services Group retains full discretion over employment offers, and all decisions made by the selection committee are final and cannot be appealed or reconsidered.