Scheduling Agent

Job title : Scheduling Agent

Job Location : Gauteng, Krugersdorp

Deadline : October 29, 2025

Quick Recommended Links

• Jobs by Location
• Job by industries

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

Customer Service  jobs