Scheduling Agent – Fidelity Vacancies

Job Description

The Scheduling Agent is responsible for coordinating customer installations and fitments to ensure all services are delivered within agreed timeframes and service level agreements. This role focuses on providing exceptional customer service, managing scheduling activities, and working closely with internal teams to ensure a seamless customer experience.

Key Responsibilities

• Deliver a comprehensive and professional service to customers via telephone, email, and face-to-face interactions

• Assist customers with Fidelity SecureDrive products and services, including installation and fitment scheduling

• Communicate clearly and courteously with customers regarding appointments, processes, and requirements

• Investigate and resolve fitment and scheduling issues, including complex or escalated cases, in collaboration with technical teams locally and internationally

• Prepare and provide written and telephonic communication related to customer fitments

• Provide remote or onsite customer training as required

• Create and manage customer system access, including usernames and passwords

• Guide customers through system setup and train them on system features and functionality

• Maintain in-depth knowledge of Fidelity SecureDrive products, services, and updates

• Manage a high volume of incoming calls and emails efficiently

• Resolve customer issues and disputes promptly and professionally

• Ensure all customers are scheduled and fitted within required timeframes and SLAs

• Communicate with technicians to follow up on scheduled jobs and confirm completion

• Reschedule appointments when clients are unavailable or request changes

• Assist customers with de-installation and re-installation scheduling

• Coordinate and schedule device repairs when required

Minimum Requirements

Qualifications and Experience

• Matric / Grade 12 qualification

• Relevant qualification or degree is advantageous

• Previous experience in a telematics environment is advantageous

• Strong understanding of customer service management processes

• Knowledge of end-to-end supply chain processes and the impact of demand on fitment scheduling

Skills and Competencies

• Excellent verbal and written communication skills

• Computer literacy, including MS Office, Excel, and PowerPoint

• Strong interpersonal and relationship-building skills

• Effective time management, planning, and organisational abilities

• Strong attention to detail and analytical thinking

• Problem-solving skills with an action-oriented approach

• Ability to work effectively in a fast-paced, high-pressure environment

• High levels of patience, professionalism, and work ethic