Job Description

Spar Vacancies – Scheduling Agent

Scheduling Agent – Fidelity Vacancies

Purpose of the Position
The Scheduling Agent is responsible for coordinating and scheduling customer installations of products and services, ensuring all sales are fitted within prescribed timeframes. The role focuses on delivering exceptional customer service while collaborating across multiple departments to achieve total customer satisfaction.

Key Responsibilities

• Provide comprehensive service to customers directly or through a team of customer service agents
• Assist customers with Fidelity SecureDrive’s products and services
• Communicate courteously via phone, email, letter, and face-to-face
• Investigate and resolve complex or longstanding scheduling and fitment issues in collaboration with technical teams in South Africa, India, and Jamaica
• Produce written and verbal information for customers regarding their fitments
• Train customers remotely or onsite as required
• Set up usernames and passwords for customers and guide them through the system features
• Maintain in-depth knowledge of Fidelity SecureDrive products and services and stay updated on changes
• Manage high volumes of incoming calls and emails efficiently
• Address customer issues or disputes promptly
• Ensure all customers are scheduled and fitted within applicable timeframes and SLAs
• Communicate with technicians to follow up on scheduled jobs and ensure timely completion
• Reschedule jobs when clients are unavailable or request changes
• Assist clients with de-installation, repair scheduling, and other service processes as required

Minimum Qualifications and Experience

• Matric / Grade 12; relevant qualification or degree advantageous
• Excellent verbal and written communication skills
• Computer literate (MS Office, Excel, PowerPoint)
• Strong interpersonal skills
• Prior experience in telematics advantageous
• Solid understanding of customer service management processes
• Knowledge of end-to-end supply chain and impact of demand on fitment schedules

Key Attributes

• Patience, attentiveness, and assertiveness
• Clear and positive communication skills
• Action-oriented with strong time management, planning, and organizational abilities
• Strong work ethic and attention to detail
• Problem-solving and analytical capabilities
• Ability to perform in a fast-paced, high-pressure environment

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