Job Description
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.
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
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.
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
We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
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.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
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