Contract Scheduling Agent – Fidelity Vacancies
Job Description
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Fidelity Vacancies – Scheduling Agent
Scheduling Agent – Fidelity Vacancies
Job Description
Fidelity Vacancies is seeking a highly organized Scheduling Agent to coordinate customer appointments for product installations and services. The role ensures that all sales are scheduled within prescribed timeframes while delivering excellent customer service. The Scheduling Agent works closely with multiple departments to resolve customer issues, manage schedules, and maintain service standards.
Duties & Responsibilities
• Provide comprehensive service to customers directly or via a team of customer service agents
• Assist customers with Fidelity SecureDrive products and services
• Communicate courteously with customers via phone, email, letter, and face-to-face interactions
• Investigate and resolve complex or longstanding fitment and scheduling issues in collaboration with technical teams in South Africa, India, and Jamaica
• Produce written information and provide guidance to customers regarding their fitments
• Conduct training for customers, either remotely or onsite, as required
• Set up and provide usernames and passwords for customers
• Guide customers through system setup and demonstrate product features
• Maintain up-to-date knowledge of Fidelity SecureDrive products, services, and updates
• Manage high volumes of incoming calls and emails efficiently
• Resolve customer disputes and issues promptly
• Ensure all customers are scheduled and fitted within SLA timeframes
• Coordinate with technicians to follow up on scheduled jobs
• Reschedule appointments when clients are unavailable or request changes
• Assist with de-installations and device repairs as required
Minimum Qualifications and Experience
• Matric / Grade 12
• Relevant qualification or degree advantageous
• Excellent verbal and written communication skills
• Proficient in MS Office, including Excel and PowerPoint
• Strong interpersonal skills
• Experience in telematics or similar technology advantageous
• Understanding of customer service management processes
• Knowledge of end-to-end supply chain and its impact on scheduling
Attributes
• Patience and attentiveness
• Assertiveness and clear communication skills
• Positive language and customer-focused approach
• Action-oriented with strong time management and organizational skills
• High attention to detail and problem-solving ability
• Analytical mindset
• Ability to work effectively in a fast-paced, high-pressure environment
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