Scheduler at HeroTel

PURPOSE OF THE ROLE:

• Schedulers are responsible for coordinating Field Service Teams booking and confirming client appointments and assisting them by providing high-quality customer service. Ensuring effective utilisation of the fleet and communication between clients and Field Teams.

Key Performance Areas would include, but are not limited to:

• Scheduling appointments with clients, including site surveys, installations, callouts and CPE removals.
• Drive installation productivity and quality.
• Ensuring all assigned tickets are updated with required information.
• Do route planning for technicians.
• Active monitoring of fleet.
• Communicate with clients and Installers.
• Co-Ordinate, prioritize and track daily progress of appointments.
• Previous day job card completion, ensuring that the jobcard has been thoroughly completed and signed off by the client.
• Do provisioning and capturing of info on Enigma as required.
• Ensure all tickets / job cards are closed and quotes are checked for invoicing.
• Creation of the PPPoE.
• Produce daily/weekly reports on activities.
• Ensuring that Health and Safety protocols are met and monitored daily.
• Handling technical enquiries from Technicians.
• Fast track pending client concerns and queries to a Senior.
• Make sure all required SOP documents stay updated.

The successful candidate must have the following experience/skills:

• Minimum 2-3 years' experience in a similar role.
• Proficient with MS Office.
• Effective planning skills.
• Time management skills.
• Team player.
• Strong interpersonal skills.
• Ambition and determination to succeed.
• Good analytical and problem-solving skills.
• Strong knowledge of the company and all of its services and Departments.
• Self-disciplined, motivated and organised.
• Initiative, ability to manage own time.
• Always customer orientated, making customer needs the primary focus.
• High resilience and ability to work under pressure.

Education Requirements:

• Grade 12.
• Specialized certifications would be an advantage.