Job Description

Fidelity Vacancies – Scheduling Agent

Scheduling Agent – Fidelity Vacancies

Job Description

Overall Purpose:
The Scheduling Agent is responsible for coordinating customer appointments for product and service installations, ensuring that all sales are fitted within the prescribed timeframe. The role focuses on delivering excellent customer service, maintaining service standards, and collaborating across multiple departments to guarantee total customer satisfaction.

Duties & Responsibilities:

Customer Service & Communication

• Provide comprehensive service to customers directly or through a team of customer service agents.
• Assist customers with Fidelity SecureDrive’s products and services via phone, email, or face-to-face.
• Communicate courteously and clearly, resolving fitment and scheduling issues in collaboration with technical teams across SA, India, and Jamaica.
• Produce and share written information for customers regarding their fitments.
• Offer customer training remotely or onsite as required.
• Set up usernames and passwords, guide customers through system setup, and train on product features.

Scheduling & Coordination

• Manage a high volume of incoming calls and emails efficiently.
• Ensure all customers are scheduled and fitted within SLAs and company timeframes.
• Communicate with technicians to follow up on scheduled jobs and reschedule when clients are unavailable.
• Assist clients with de-installation, repair scheduling, and any other service adjustments as needed.

Knowledge & Process Management

• Maintain deep knowledge of Fidelity SecureDrive’s products and services and stay updated on changes.
• Address customer issues and disputes quickly and effectively.
• Understand the end-to-end supply chain and its impact on fitment scheduling.

Minimum Qualifications & Experience:

• Matric / Grade 12; relevant qualification or degree advantageous.
• Excellent verbal and written communication skills.
• Computer literate, proficient in MS Office, Excel, and PowerPoint.
• Prior experience in telematics or customer service management advantageous.
• Strong understanding of customer service processes and scheduling impact.

Attributes:

• Patience, attentiveness, and assertiveness.
• Clear and positive communication skills.
• Action-oriented with excellent time management, planning, and organizing abilities.
• Strong work ethic, attention to detail, analytical thinking, and problem-solving skills.
• Comfortable working in a fast-paced, high-pressure environment.

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