Job Description

Fidelity Vacancies – Contact Centre Technical Dispatch

Contact Centre Technical Dispatch – Fidelity Vacancies

Position Overview
Fidelity Vacancies is seeking a detail-oriented Contact Centre Technical Dispatch professional to provide superior support to internal and external customers. The role focuses on scheduling, coordinating, and dispatching technicians while handling technical queries and ensuring customer satisfaction.

Qualifications & Experience

• Matric / Grade 12
• Minimum 2 years’ experience in a contact centre; technical experience is advantageous
• Computer literate (MS Office, Listener, Outlook)

Key Responsibilities

• Schedule and dispatch service calls for technicians efficiently
• Coordinate after-hour and standby calls for technicians as required
• Manage and track all scheduled work to ensure timely service delivery
• Promote customer interest in company products and services
• Support technical revenue through the marketing “Yes” campaign
• Respond professionally to queued and escalated calls
• Communicate ongoing or rebooked calls when sites require multiple visits
• Handle client queries and complaints, escalating issues when necessary
• Manage ADT Secure Home, Secure Connect, CCTV, and other FADT technical product inquiries
• Attend to inbound and outbound Webmail/Webchat communications
• Provide telephonic guidance to troubleshoot and resolve error messages or system faults
• Identify product types and provide relevant documentation and information to clients
• Retain clients by offering resolutions and applicable save offers to address technical complaints

Core Competencies

• Strong communication and interpersonal skills
• Excellent organizational and multitasking abilities
• Customer-focused with problem-solving aptitude
• Professional, calm, and efficient in handling technical and service-related issues

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