Control Room Operator – WhatsApp

Employer: 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

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
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 etiquetteClient LiaisonFluency in Afrikaans

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