Fidelity Services Group
Scheduling Agent
Company: Fidelity Services Group
Location: Krugersdorp, Gauteng
Job Type: Entry Level
Posted: Recently
Application Deadline: Open until filled
Job Overview
Fidelity Services Group is seeking a dedicated and professional Scheduling Agent to join our team. This role is central to delivering exceptional customer service and ensuring the efficient scheduling and installation of our products and services. The ideal candidate will be a clear communicator, highly organized, and adept at solving problems to ensure total customer satisfaction.
Key Responsibilities
- Serve as the primary point of communication for customers via phone, email, and face-to-face interactions regarding our products, services, and installation schedules.
- Ensure all sales are scheduled for installation within the prescribed time frames and service level agreements (SLAs).
- Investigate and resolve complex or long-standing customer issues related to scheduling and fitments, collaborating with technical teams in South Africa, India, and Jamaica when necessary.
- Produce clear and concise written and verbal communication for customers, providing information about their fitments.
- Deliver training to customers on product features, either remotely or on-site, and assist with system setup, including providing usernames and passwords.
- Maintain an in-depth and up-to-date knowledge of all Fidelity SecureDrive products and services.
- Manage a high volume of incoming calls and emails efficiently and professionally.
- Address and resolve customer disputes and issues promptly and effectively.
- Coordinate directly with technicians to follow up on scheduled jobs, confirm attendance, and manage any necessary rescheduling.
- Assist clients with the de-installation and re-installation processes, as well as scheduling repairs for devices when required.
Qualifications and Experience
- Matric / Grade 12 certificate is essential.
- A relevant tertiary qualification or degree is highly advantageous.
- Excellent verbal and written communication skills in English.
- Strong computer literacy, particularly with MS Office applications (Excel, PowerPoint, Word).
- Outstanding interpersonal and customer service skills.
- Previous experience in a Telematics or similar customer service scheduling role is a strong advantage.
- A solid understanding of customer service management processes.
- Good knowledge of end-to-end supply chain logistics and how customer demand impacts the fitment schedule.
Personal Attributes
- Patience and attentiveness when dealing with customer queries.
- Assertiveness and clear communication skills.
- Ability to use positive language to enhance customer interactions.
- Action-oriented with strong time management and planning abilities.
- Excellent work ethic and a proactive willingness to complete tasks.
- High attention to detail and strong analytical and problem-solving skills.
- Comfortable working in a fast-paced and often high-pressure environment.
Equity Statement
Fidelity Services Group (Pty) Ltd is an equal opportunity employer. We support global fair practice and business ethics and are committed to the continuous development of our human capital. Whilst we give preference to existing employees based on merit, we actively encourage and support applications from Historically Disadvantaged Candidates and Black Female Candidates in line with our transformation policy.
Please note: If you have not been contacted within 10 working days of the closing date, please consider your application unsuccessful on this occasion.
How to Apply
To apply for this position, please visit the official application portal: