Job Description

Fidelity Vacancies – Scheduling Agent

Scheduling Agent – Fidelity Vacancies

Job Overview
The Scheduling Agent is responsible for coordinating customer interactions related to Fidelity SecureDrive products and services, with a strong focus on installation scheduling and service delivery. This role ensures that all confirmed sales are fitted within agreed timeframes while delivering outstanding customer service. The Scheduling Agent works closely with multiple internal departments to ensure service standards and customer satisfaction are consistently achieved.

Key Duties and Responsibilities

• Provide a comprehensive and professional service to customers via telephone, email, and face-to-face interactions
• Support customers with Fidelity SecureDrive products and service-related enquiries
• Communicate clearly, courteously, and professionally with customers at all times
• Investigate and resolve complex or escalated fitment and scheduling issues in collaboration with technical teams locally and internationally
• Prepare and deliver written and telephonic communication related to customer fitments
• Conduct customer training remotely or onsite as required
• Create and manage customer system access, including usernames and passwords
• Guide customers through system setup and provide training on system features
• Maintain in-depth knowledge of Fidelity SecureDrive products and service updates
• Manage high volumes of inbound calls and emails efficiently
• Resolve customer issues and disputes promptly and effectively
• Ensure all customers are scheduled and fitted within agreed SLAs and turnaround times
• Liaise with technicians to monitor and follow up on scheduled installations
• Reschedule appointments when customers are unavailable or request changes
• Assist customers with de-installation and re-installation scheduling
• Coordinate device repair scheduling when required

Minimum Qualifications and Experience

• Matric / Grade 12
• Relevant qualification or degree will be advantageous
• Excellent verbal and written communication skills
• Computer literacy with MS Office, including Excel and PowerPoint
• Strong interpersonal and customer engagement skills
• Previous experience in telematics will be advantageous
• Solid understanding of customer service management processes
• Knowledge of end-to-end supply chain operations and demand impact on scheduling

Key Attributes

• Patience and attentiveness
• Assertiveness with a customer-focused approach
• Clear and positive communication skills
• Action-oriented mindset
• Strong time management, planning, and organisational abilities
• Excellent work ethic and commitment to service excellence
• High attention to detail
• Strong problem-solving and analytical skills
• Ability to perform effectively in a fast-paced and high-pressure environment

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