Scheduling Agent at Fidelity Services Group

Overall purpose of the job:  The Scheduling Agent role primarily involves communicating with customers either via phone, email or face-to-face in relation to a product or service and the installation thereof. They ensure that all sales made are fitted within the prescribed time frame. Your aim is to provide and promote excellent customer service and ensure customers vehicles are fitted timeously. You'll make sure that service standards are being met. This role works across multiple departments within the company to ensure total customer satisfaction.

• 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
• Communicating courteously with customers by telephone, email, letter and face-to-face
• 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
• Managing a large number of incoming calls and emails
• 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.

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