Job Description

Fidelity Vacancies – Scheduling Agent

Scheduling Agent – Fidelity Vacancies

Purpose of the Role

The Scheduling Agent is responsible for coordinating customer appointments for product and service installations, ensuring all sales are fitted within prescribed timeframes. This role delivers exceptional customer service, manages scheduling across multiple departments, and ensures adherence to service standards and SLAs.

Key Responsibilities

Customer Service & Communication

• Provide comprehensive service to customers via phone, email, or face-to-face.
• Assist customers with Fidelity SecureDrive products and services.
• Communicate courteously and professionally in all interactions.
• Investigate and resolve complex or longstanding fitment and scheduling issues, collaborating with technical teams in SA, India, and Jamaica.
• Produce written communications for customers regarding fitments.
• Deliver customer training remotely or onsite, including system setup and guidance on features.

Scheduling & Coordination

• Ensure all customers are scheduled and fitted within required timeframes.
• Communicate with technicians to confirm scheduled jobs are attended.
• Reschedule appointments when clients are unavailable or request changes.
• Assist clients with de-installations, device repairs, and re-scheduling as required.
• Manage a high volume of incoming calls and emails efficiently.

Product Knowledge & Administration

• Maintain deep knowledge of Fidelity SecureDrive products and services.
• Set up and provide usernames and passwords for customers.
• Track and manage appointments to ensure SLA compliance.

Minimum Requirements

• Matric / Grade 12
• Relevant qualification or degree advantageous
• Excellent verbal and written communication skills
• Proficient in MS Office, Excel, and PowerPoint
• Prior experience in Telematics advantageous
• Strong understanding of customer service processes and end-to-end supply chain impacts on scheduling

Key Attributes

• Patience and attentiveness
• Assertiveness and clear communication
• Positive language and action-oriented mindset
• Strong planning, organizing, and time management skills
• Attention to detail, analytical thinking, and problem-solving ability
• Comfortable working in a fast-paced and high-pressure environment
• Excellent work ethic and willingness to go the extra mile

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