Job Description

Fidelity Vacancies – Scheduling Agent

Scheduling Agent – Fidelity Vacancies

Job Overview
The Scheduling Agent is responsible for coordinating and managing customer installations by communicating via phone, email, and in-person interactions. This role ensures that all sales are scheduled and fitted within prescribed timeframes while maintaining exceptional customer service standards. The Scheduling Agent works closely with multiple departments to guarantee timely vehicle fitments and overall customer satisfaction.

Key Duties and Responsibilities
Customer Service & Communication

• Deliver a comprehensive and professional service to customers enquiring about products, services, and installations
• Communicate courteously and effectively with customers via telephone, email, written correspondence, and face-to-face interactions
• Manage a high volume of incoming calls and emails while maintaining service quality

Scheduling & Coordination

• Ensure all customers are scheduled and fitted within agreed timeframes and service level agreements
• Liaise with technicians to follow up on scheduled jobs and confirm attendance
• Reschedule installations when customers are unavailable or request changes
• Assist with de-installation, re-installation, and repair scheduling as required

Problem Resolution & Support

• Investigate and resolve complex or long-standing fitment and scheduling issues escalated from customer service teams
• Collaborate with technical teams across different regions to ensure effective solutions
• Address customer issues or disputes promptly and efficiently

Product Knowledge & Training

• Maintain in-depth knowledge of Fidelity SecureDrive products and services
• Provide customers with written and telephonic information related to installations
• Assist customers with system setup, including issuing usernames and passwords
• Conduct customer training remotely or onsite and guide users through system features

Minimum Qualifications and Experience

• Matric / Grade 12
• Relevant qualification or degree advantageous
• Excellent verbal and written communication skills
• Computer literate with proficiency in MS Office, including Excel and PowerPoint
• Strong interpersonal skills
• Previous experience in telematics advantageous
• Solid understanding of customer service management processes
• Knowledge of end-to-end supply chain and how demand impacts scheduling and fitment

Key Attributes

• Patience and attentiveness
• Assertiveness with clear and positive communication
• Action-oriented with strong time management skills
• Effective planning and organisational abilities
• Strong work ethic and attention to detail
• Excellent problem-solving and analytical skills
• Ability to perform efficiently in a fast-paced and pressurised environment

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