Outbound Customer Service Retention Agent Level 2 – Fidelity ADT (Midrand, Gauteng)
Fidelity ADT, a leading provider of security and customer service solutions in South Africa, is currently recruiting for an Outbound Customer Service Retention Agent Level 2 position based in Midrand, Gauteng. This permanent opportunity is ideal for experienced customer service professionals who are passionate about helping customers, resolving concerns, and building long-term client relationships.
The successful candidate will join the Customer Contact Centre team and play an important role in assisting customers who are considering cancelling their services. Through professional communication, problem-solving, and customer engagement, the Retention Agent will help improve customer satisfaction and support business growth.
About the Position
The Outbound Customer Service Retention Agent Level 2 will be responsible for engaging with customers who have raised cancellation requests or expressed concerns regarding their services. The role requires strong communication skills, attention to detail, and the ability to handle customer interactions professionally and effectively.
Working closely with internal departments and supervisors, the successful candidate will ensure that customer issues are addressed promptly while following company policies and procedures.
This position offers an opportunity to gain valuable experience within a professional contact centre environment while contributing to customer retention and service excellence.
Key Responsibilities
The successful applicant will be responsible for a variety of customer service and retention-related duties, including:
- Handling customer queries and cancellation requests professionally.
- Communicating with customers through telephone calls, emails, and other approved communication channels.
- Investigating customer concerns and identifying suitable solutions.
- Following company procedures when processing cancellation requests.
- Providing customers with accurate information regarding products and services.
- Escalating unresolved issues to the appropriate departments when necessary.
- Monitoring outstanding cases and ensuring timely follow-up.
- Maintaining accurate records of customer interactions and outcomes.
- Assisting customers with service-related concerns and contract queries.
- Working with branch teams and internal departments to resolve customer issues.
- Supporting customer retention initiatives and approved service offers.
- Contributing to company goals by helping improve customer satisfaction and loyalty.
- Managing daily reports and updating relevant systems.
- Ensuring compliance with company policies and service standards.
- Assisting with call overflow and supporting team objectives when required.
The role requires individuals who can remain professional under pressure while delivering a high standard of customer service.
Minimum Requirements
Candidates interested in applying should meet the following requirements:
Educational Requirements
- Matric (Grade 12) qualification.
Experience Requirements
- Minimum of 2 years’ customer service experience.
- At least 1 to 2 years’ experience within a contact centre environment.
- Previous experience in customer retention or customer support will be beneficial.
- Experience in continuous improvement initiatives may be advantageous.
Skills and Competencies
To succeed in this role, candidates should possess strong interpersonal and communication abilities.
Important competencies include:
- Excellent verbal and written communication skills.
- Strong listening skills.
- Customer-focused approach.
- Ability to build positive relationships with customers.
- Problem-solving and analytical thinking.
- Good administrative and record-keeping skills.
- Attention to detail.
- Ability to work under pressure.
- Professionalism and integrity.
- Time management skills.
- Ability to adapt to changing work environments.
- Decision-making skills.
- Teamwork and collaboration.
- Patience and empathy when dealing with customers.
Candidates who enjoy helping people and resolving customer concerns may find this role particularly rewarding.
Working Environment
The position is based at Fidelity ADT’s Midrand operations and forms part of the Customer Contact Centre team.
Employees work within a fast-paced environment where customer service excellence is a priority. The role requires regular communication with customers and collaboration with internal teams to ensure efficient service delivery.
Individuals who enjoy interacting with people, handling customer enquiries, and finding practical solutions to challenges are likely to thrive in this environment.
Why Consider This Opportunity?
Working as an Outbound Customer Service Retention Agent offers valuable exposure to customer relationship management, communication, and service operations.
Benefits of gaining experience in this type of role include:
- Building strong customer service expertise.
- Developing advanced communication skills.
- Gaining experience in a professional contact centre environment.
- Improving problem-solving and conflict-resolution abilities.
- Learning customer retention and relationship management techniques.
- Working within a reputable and established organisation.
- Enhancing future career opportunities within customer service and operations.
Customer service and retention skills remain highly sought after across many industries, making this experience valuable for long-term career growth.
Who Should Apply?
This opportunity may be suitable for:
- Customer service professionals seeking career growth.
- Contact centre agents looking for a new challenge.
- Individuals with experience handling customer enquiries and complaints.
- Candidates interested in customer relationship management.
- Professionals who enjoy helping customers and finding solutions.
- Applicants seeking a permanent position in Gauteng.
Candidates with strong communication abilities and a commitment to customer satisfaction are encouraged to apply.
Important Information
Position: Outbound Customer Service Retention Agent Level 2
Company: Fidelity ADT (Fidelity Services Group)
Location: Midrand, Gauteng, South Africa
Job Type: Permanent
Department: Customer Contact Centre
Reporting To: Customer Service Retention Supervisor
Closing Date: 08 June 2026
Applicants should ensure that all information submitted during the application process is accurate and up to date.
Conclusion
The Outbound Customer Service Retention Agent Level 2 position at Fidelity ADT presents an excellent opportunity for experienced customer service professionals who are passionate about customer satisfaction and relationship management. The role offers the chance to work within a professional contact centre environment while developing valuable communication, retention, and problem-solving skills.
If you meet the minimum requirements and are looking for a permanent opportunity in Midrand, this position could be a valuable step in your career journey.