Scheduling Agent

1 week ago

Midrand, South Africa Fidelity Services Group Full time

**Duties & Responsibilities**:

- Delivering a comprehensive service to enquiring customers either directly or through a team of customer service agents
- Providing help to customers using Fidelity SecureDrive’s products and services
- Investigating and solving customers' fitment and scheduling problems, which may be complex or long-standing, that have been passed on by customer service assistants. This requires collaboration with the technical teams in SA, India and Jamaica.
- Producing written information for customers relating to their fitments as well as telephonically
- Providing training to customers, either remotely or onsite, as required
- Setting up and providing usernames and passwords for customers
- Assisting customers through the setup process and training customers on the different features of the system
- Maintain a deep knowledge of Fidelity SecureDrive’s products and services and keep up to date with changes
- Address any issues/disputes from customers or clients as quickly and efficiently as possible
- Ensuring all customers are scheduled and fitted within the applicable timeframe and SLAs as set out by Fidelity SecureDrive
- Communicate with technicians to follow up with Scheduled jobs to ensure they are attended to accordingly.
- Reschedule of jobs where clients were unavailable or client called in to reschedule.
- Assist clients with De-Re Installation process and scheduling.
- Assist client with scheduling repairs on devices if and where required accordingly.

**Minimum qualifications and experience**:

- Matric / Grade 12
- Relevant qualification/degree advantageous
- Excellent verbal and written communication skills
- Computer Literate (MS Office, Excel, PowerPoint)
- Great interpersonal skills
- Prior experience in Telematics advantageous
- Strong understanding of customer services management process
- Good knowledge of end to end supply chain and the impacts of demand on fitment schedule

**Attributes**:

- Patience
- Attentiveness
- Assertiveness
- Clear communication skills
- Ability to use positive language
- Action orientated
- Time Management
- Planning and Organizing
- Great work ethic and a willingness to do what needs to be done
- Attention to detail
- Problem Solving
- Analytical
- Be comfortable with working in a fast paced and pressurised environment

**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._

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