Field Asset Retrieval Agent

Primary objective of the job:

The Field Asset Retrieval Agent is responsible for the recovery, verification, and return of company-owned fiber, ISP, and mobile telecommunications equipment from disconnected, suspended, or churned customers. The role supports asset accountability, reduces equipment loss, and ensures compliance with service agreements and company policies.

Main Duties and Responsibilities:

• Retrieve telecom assets including ONTs, fibre modems, routers, Wi-Fi mesh units, power adapters, and fiber accessories.
• Conduct scheduled and ad-hoc field visits to residential and business customers for asset recovery following service disconnection or non-payment.
• Validate serial numbers, MAC addresses, etc. against internal systems.
• Inspect retrieved equipment and classify as reusable, repairable, or scrap. Including testing and servicing equipment.
• Ensure proper handling and protection of fibre equipment to avoid damage during retrieval and transport.
• Complete all required asset recovery forms, customer acknowledgments, and system updates in real time or by end of day.
• Liaise with Customer Care, Credit Control, Service Delivery, Warehouse, and Network teams to confirm account status and asset ownership.
• Return retrieved assets to designated warehouses or NOCs and ensure accurate handover within appropriate inventory systems.
• Maintain daily retrieval logs and weekly performance reports.

• Operational Support

  • Collaborate with Sales, Technical Operations, and Customer Care teams to ensure timely resolution of customer requests.
  • Track and monitor pending cases, ensuring SLAs and turnaround times are met.
  • Support ad hoc reporting, including churn analysis, save-rates, and trend tracking.

  Compliance & Quality Assurance

  • Adhere to data privacy requirements, internal audit standards, and conflict-of-interest controls.
  • Ensure that account transactions follow established authorization protocols.
  • Maintain accurate, organized digital records to support quality assurance and audit activities.

Academic qualifications and experience required for job:

• Minimum of 5 CXCs including Math and English
• Proficiency in Microsoft Office (Excel, Word) and CRM systems.
• At least 1 years’ experience operating in a similar capacity.
• Familiarity with telecommunications products, billing processes, and customer lifecycle management is an advantage.
• Valid Driver's License

Functional Skills:

• Strong verbal and written communication skills, with the ability to liaise effectively between internal departments and service delivery (Sales, Provisioning, Field Operations, GIS, 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.