Fidelity Security Group Service is taking CV’s apply now online.
Job Details
Division
SecureDrive
Minimum experience
Associate
Company primary industry
Security and Investigations
Job functional area
Functional Area
Only open to EE candidates
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