Fidelity Services Group Call Centre Operator

Fidelity Services Group Call Centre Operator


The above position is vacant at CashMaster in Waltloo (Midrand), reporting to the Call Centre Manager/CRM Manager.

Providing a professional and efficient service to customers handling incoming telephone calls. He/she also has the responsibility of dealing with customers who prefer to contact the company through the Internet (e-mails), text messages, or any other electronic medium.


Minimum Requirements:

  • Must possess good communication skills, especially for listening. This is necessary in a bid to ensure a clear retrieval and passage of information to customers.
  • Must have good interpersonal skills to always enable an easy flow with customers.
  • Must be able to multi-task and manage time properly and effectively.
  • Must be able to adapt to different situations and individuals.
  • Ability to prioritize in the face of multiple tasks or assignments.
  • Ability to work as part of a team.
  • Ability to work with little or no supervision.
  • Must be always self-driven.
  • Must have good knowledge of customer relationships or customer service practices.
  • Must have good data entry and typing abilities.
  • A minimum of high school diploma
  • A higher degree would be of great advantage.
  • Must be able to work shifts and 
  • At least 2 years of work experience in a call centre environment


Key Performance Areas: (not totally inclusive)

  •  Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Assisting clients with complaints of any nature and directing them to the correct department.
  • Call clients and customers to restart devices and get CIT slips for signals not received.
  • Guide callers through troubleshooting or using the products or services and assist with first-line support.
  • Review customer or client accounts, providing updates and information about CIT collections, Payments etc.
  • Collaborate with other call centre professionals to improve customer service.
  • Help to train new employees and inform them about the company’s customer management policies.
  • Responsible for managing a whole lot of incoming and outgoing calls in the organization.
  • Build long-lasting relationships with customers.
  • Keep a comprehensive record of all calls and/or conversations in the organization’s call centre data bank.
  • Make sure that whatever response is given to the customer(s) is in line with pre-organized communication scripts that have been prepared for different topics that cover customer-related issues.
  • Route calls to the appropriate channel(s).
  • Move complex issues or complaints to supervisors.
  • Willing to work during extended odd hours and/or during holiday periods.
  • Reporting on calls logged, open calls not closed and technician performance.
  • Assisting with assuring quality control is in place when assisting clients over the phone.


Core Competencies:

  • Strong communication, both written and verbal
  • Great active listening skills
  • Exceptional interpersonal and rapport-building skills.
  • A patient and empathetic attitude
  • Strong time management and organizational skills
  • Adaptability and flexibility
  • Comfortable working in fast-paced environments
  • Troubleshooting skills, either basic or advanced, depending on the role and industry
  • Computer literacy
  • Phone skills, including familiarity with complex or multi-line phone systems
  • In-depth knowledge of a company’s products and/or services. (Training will be provided)
  • Expertise in the customer service area they focus on, such as accounts, sales, technical support or another area
  • Ability to speak multiple languages, especially those common among callers



  • Analytical
  • Communication
  • Critical thinking
  • Diplomacy
  • Leadership and team building
  • Change management
  • Project management
  • Persuasion and influencing
  • Judgement and decision-making
  • Service orientation


How to apply:

Click Here To Apply



Closing Date: 08 November 2023