Job Description

Fidelity Vacancies – Scheduling Agent

Scheduling Agent – Fidelity Vacancies

Job Description

Overall Purpose of the Role

The Scheduling Agent is responsible for coordinating customer interactions related to product installations and ensuring all fitments are completed within established timeframes. This role focuses on delivering exceptional customer service, maintaining service standards, and collaborating across departments to ensure seamless scheduling and customer satisfaction.

Key Responsibilities

• Provide comprehensive support to customers via phone, email, and face-to-face interactions
• Assist customers with Fidelity SecureDrive products and services, ensuring a positive experience
• Communicate professionally and courteously across all customer touchpoints
• Investigate and resolve complex scheduling and fitment issues in collaboration with technical teams
• Prepare and deliver clear written and verbal communication regarding customer fitments
• Guide customers through system setup, including providing login credentials and feature training
• Maintain up-to-date knowledge of products, services, and system updates
• Manage high volumes of incoming calls and emails efficiently
• Address customer queries, issues, and disputes promptly and effectively
• Ensure all installations are scheduled and completed within defined service level agreements
• Coordinate with technicians to track and follow up on scheduled jobs
• Reschedule appointments where necessary due to client availability or changes
• Assist customers with de-installation processes and related scheduling
• Support customers with repair scheduling for devices when required

Minimum Requirements

• Matric / Grade 12
• Relevant qualification or degree advantageous
• Strong verbal and written communication skills
• Computer literacy, including MS Office, Excel, and PowerPoint
• Excellent interpersonal and customer service skills
• Experience in telematics is advantageous
• Solid understanding of customer service management processes
• Knowledge of supply chain processes and their impact on scheduling

Key Attributes

• Patience and attentiveness
• Assertiveness and clear communication
• Ability to use positive and professional language
• Action-oriented with strong time management skills
• Strong planning and organisational abilities
• High attention to detail
• Problem-solving and analytical thinking skills
• Ability to perform effectively in a fast-paced and high-pressure environment
• Strong work ethic and willingness to go the extra mile

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