Scheduling Agent.
📍 Krugersdorp, Gauteng.
🕒 Permanent | Division: SecureDrive.
🔒 EE Position – Open only to Employment Equity candidates.
📅 Closing Date: 06 October 2025.
Role Purpose
The Scheduling Agent is responsible for coordinating with customers via phone, email, or face-to-face to ensure all installations and services are scheduled and completed within set timelines.
The role focuses on delivering excellent customer service, ensuring vehicles are fitted promptly, and working across departments to achieve complete customer satisfaction.
Key Duties & Responsibilities
Handle customer inquiries directly or through a team of service agents.
Provide guidance to clients using Fidelity SecureDrive’s products and services.
Communicate professionally with customers via phone, email, letters, and in-person.
Resolve fitment and scheduling issues, including complex or escalated cases, by collaborating with technical teams in SA, India, and Jamaica.
Create and share written or telephonic updates regarding fitments.
Provide training sessions for customers (onsite or remotely).
Assist customers with account setup (usernames, passwords, system features).
Manage high volumes of incoming calls and emails.
Quickly and effectively address disputes or complaints.
Ensure all installations are completed within the prescribed timeframe and SLAs.
Coordinate with technicians to confirm scheduled jobs are completed.
Handle job rescheduling due to client availability.
Assist with De-Re installation processes and scheduling of repairs when needed.
Minimum Requirements
Matric / Grade 12 (relevant qualification advantageous).
Strong verbal and written communication skills.
Proficiency in MS Office (Excel, PowerPoint, Word).
Excellent interpersonal skills.
Prior telematics experience is an advantage.
Good knowledge of customer service processes.
Understanding of supply chain impact on fitment schedules.
Key Attributes
Patience, attentiveness, and assertiveness.
Strong communication and positive language use.
Action-oriented with strong time management and organizational skills.
Detail-focused with analytical and problem-solving abilities.
Comfortable working in a fast-paced, high-pressure environment.
Strong work ethic and willingness to go the extra mile.
Note
Preference will be given to existing employees, Historically Disadvantaged Candidates, and Black Female Candidates in line with Fidelity’s transformation policy. If you do not receive feedback within 10 working days after the closing date, please consider your application unsuccessful.