Control Room Operator- Whatsapp ( Fareast and East Branch) at Fidelity Services Group

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