Derick
Customer Service Consultant – SecureDrive (Contract)
Fidelity Services Group
Business Unit: SecureDrive
Location: Krugersdorp
Position Type: Contract (6 months)
Posted: 30 April 2026 | Closing Date: 07 May 2026
EE Status: Only open to EE candidates
Role Overview
Fidelity Services Group is seeking a customer-focused Customer Service Consultant for its SecureDrive division.
This role is centered around delivering high-quality customer support for vehicle tracking and fitment services, ensuring that installations, scheduling, and customer queries are handled efficiently across multiple channels and internal departments.
Core Purpose
To provide end-to-end customer service support for SecureDrive clients by managing communication, scheduling installations, resolving technical and service-related issues, and ensuring all fitments are completed within defined service level agreements (SLAs).
Key Responsibilities
1. Customer Communication & Support
- Handle customer interactions via phone, email, and face-to-face
- Provide clear information about products, services, and installations
- Maintain professional communication across all customer channels
- Respond to enquiries and resolve complaints efficiently
2. Installation & Scheduling Management
- Ensure all customer fitments are scheduled within SLA timeframes
- Coordinate installation bookings and technician schedules
- Communicate with technicians regarding job updates and follow-ups
- Reschedule missed or delayed appointments
3. Technical Coordination & Problem Solving
- Investigate and resolve complex customer fitment issues
- Collaborate with technical teams locally and internationally
- Assist with device de-installation and re-installation requests
- Support repair scheduling and service troubleshooting
4. Customer Onboarding & Training
- Guide customers through system setup processes
- Provide training on SecureDrive features and usage
- Assist with login credentials, usernames, and passwords
- Deliver remote or onsite customer training where required
5. Administration & Reporting
- Manage high volumes of incoming calls and emails
- Maintain accurate customer records and job tracking systems
- Produce written communication for customers regarding installations
- Track service performance and customer interaction logs
6. Product Knowledge & Service Excellence
- Maintain in-depth knowledge of SecureDrive products and services
- Stay updated on system changes and operational updates
- Ensure consistent delivery of high-quality customer service
- Support continuous improvement of customer experience processes
Minimum Requirements
- Grade 12 / Matric
- Relevant tertiary qualification (advantageous)
- Strong verbal and written communication skills
- Computer literacy (MS Office, Excel, PowerPoint)
- Prior experience in customer service or call centre environment
- Telematics or vehicle tracking experience (advantageous)
Key Competencies
- Strong communication and interpersonal skills
- Excellent problem-solving ability
- High attention to detail
- Strong time management and organisational skills
- Ability to work under pressure in a fast-paced environment
- Analytical thinking ability
- Customer-focused mindset
- Ability to multitask across multiple systems and requests
Personal Attributes
- Patient and calm under pressure
- Highly organised and structured
- Action-oriented and proactive
- Strong work ethic and reliability
- Professional and courteous
- Assertive when required
- Committed to service excellence
- Adaptable in a dynamic environment
Closing Summary
The Customer Service Consultant role at Fidelity Services Group within the SecureDrive division is a fast-paced customer operations position focused on vehicle tracking installations and service coordination. It is ideal for someone who thrives in customer support environments, enjoys problem-solving, and can manage scheduling and technical coordination across multiple teams while maintaining strong service standards.
