Contract Scheduling Agent – Fidelity Vacancies
Job Description
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Fidelity Vacancies – Scheduling Agent
Scheduling Agent – Fidelity Vacancies
Job Description
Overall Purpose of the Role
The Scheduling Agent is responsible for coordinating customer installations and ensuring that all services are scheduled and completed within the required timeframes. The role involves communicating with customers through phone, email, and direct interaction to support product installations and resolve scheduling issues. The Scheduling Agent works closely with multiple departments to ensure efficient service delivery and a high level of customer satisfaction.
Key Responsibilities
Customer Service and Communication
- Provide professional and comprehensive assistance to customers regarding products, services, and installation processes.
- Communicate with customers courteously via telephone, email, written communication, and face-to-face interactions.
- Manage a high volume of incoming calls and emails while maintaining service quality.
- Deliver clear written and verbal information to customers regarding installation schedules and processes.
- Address customer concerns or disputes promptly and effectively.
Scheduling and Coordination
- Ensure that all sales installations are scheduled and completed within the required timelines and service level agreements.
- Coordinate installation schedules to ensure customers’ vehicles are fitted efficiently and on time.
- Work closely with technicians to track scheduled jobs and ensure completion as planned.
- Reschedule installations when customers are unavailable or request changes.
- Assist customers with de-installation and re-installation scheduling.
- Arrange repairs for devices and coordinate repair scheduling when required.
Problem Solving and Technical Support
- Investigate and resolve complex scheduling and fitment issues escalated by customer service teams.
- Collaborate with technical teams across different regions to address installation or system-related challenges.
- Provide support and guidance to customers during system setup and activation.
- Assist customers with system configuration, including creating usernames and passwords.
Product Knowledge and Customer Training
- Maintain up-to-date knowledge of Fidelity SecureDrive products and services.
- Provide guidance and training to customers on system features and functionality, both remotely and onsite when necessary.
Minimum Qualifications and Experience
- Matric / Grade 12.
- Relevant qualification or degree will be advantageous.
- Excellent written and verbal communication skills.
- Computer literacy, including proficiency in MS Office, Excel, and PowerPoint.
- Strong interpersonal skills and ability to build positive customer relationships.
- Previous experience in telematics will be beneficial.
- Strong understanding of customer service management processes.
- Knowledge of end-to-end supply chain processes and how demand impacts installation scheduling.
Key Attributes
- Patience and attentiveness when dealing with customers.
- Assertive and confident communication skills.
- Ability to use positive and professional language.
- Strong action-oriented approach.
- Effective time management skills.
- Strong planning and organizational abilities.
- Excellent work ethic and willingness to take initiative.
- High attention to detail.
- Strong analytical and problem-solving abilities.
- Ability to work effectively in a fast-paced and high-pressure environment.
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