FTTH Sales Support Administrator

Primary objective of the job:

Work within the order management team to manage and coordinate customer orders between sales channels and service delivery contractors, ensuring accurate job assignment, timely installations, and adherence to established SLAs. Ensuring seamless customer experience through accurate job coordination, proactive communication, and process optimization.

Duties and Responsibilities:

• Coordinating presales functions for Fibre to the Home and Business products and services.

• Ensure that all jobs are coordinated with service delivery in keeping with established KPIs

• Ensuring accurate data entry into various sales related applications like salesforce, playmaps, jotform, headend sheet, SWF and any other interface for D+ related sales when coordinating installations, fault repairs, site surveys and any other related jobs.

• Handling queries and/or inbound/outbound calls relating to installations or any other customer related concerns for D+ products and services.

• Providing quality checks on the data submitted by the sales team to ensure customer’s GIS are correctly pinned in playmaps and the most accurate FAT is assigned.

• Creating, maintaining and retrieving client records, sales orders, sales data sheets and associated documents

• Providing manual ticketing support to GIS Department for FTTB/FTTH services for Fibre migration to automated processes.

• Prepare and deliver daily and ad hoc order management reports, tracking order status, identifying bottlenecks, and providing actionable insights to ensure timely service delivery, SLA compliance, and exceptional customer experience.

• Training FTTB/FTTH Sales Agents in the effective use of the play maps sales application
• Any other related duties as assigned/required from time to time.

Academic qualifications and experience required for job:

• Diploma in Computer Science
• At least 1 year’s experience operating in a similar capacity.

Functional Skills:

• Strong verbal and written communication skills, with the ability to liaise effectively between internal departments and service delivery (Sales, Provisioning, Field Operations, NOC, Billing) and external stakeholders to ensure timely order fulfillment.

• Advanced analytical skills, with the ability to interpret order data, identify discrepancies, track progress, and recommend corrective actions.

• Exceptional time management and prioritization skills, with proven ability to manage multiple service orders simultaneously in a dynamic environment.

• Proficient in report generation and documentation, including daily order status reports, exception reports, and performance metrics dashboards.

• Experience with order management systems (OMS), CRM, or other platforms, with strong attention to data accuracy and process compliance.

• Ability to multi-task effectively, ensuring seamless order flow from initiation to completion while maintaining SLAs and quality standards