Job Duties:

• Processing of FTTH (Fibre to the Home) new orders, upgrades and downgrades.
• Place and track each customer order and ensure the customer receives updates.
• Coordinating service delivery with Fibre Network Operators (FNO’s).
• Stakeholder and customer management.
• Maintaining, updating and documenting of all FTTH delivery processes.
• Ensuring customer has a smooth onboarding journey from beginning to end.
• Ability to work through high volume ticket numbers by means of calls and email.
• Ability to understand complex customer situations and provide appropriate solutions.
• And any other reasonable task

Requirements

• Grade 12 or equivalent.
• Relevant tertiary education (preferred).
• 2 years’ experience within a fast paced, high volume Customer Services/Technical Support environment.
• Minimum of 1 year within an ISP providing Project Delivery, Provisioning or Technical support services.
• Proven ability to resolve high volume amounts of tickets per day.
• Customer Centric – must place high priority on customer experience.
• Takes initiative, driven and proactive problem solver.
• Accuracy and great time management skills.
• Strong MS Excel, MS Word and numerical ability.
• Experience working on a CRM and Ticketing system