Mission:

• Fulfill Fibrenet orders to customer satisfaction within the Service Level Agreement (SLA) and acceptable service standards.
• Orchestrate the service fulfillment process through efficient coordination of key actors and touchpoints to meet run rate targets and support FTTH business acceleration.

Job Description:

• Track new job orders (JO) on DCLM, push them to appropriate home connection (HC) partners, and orchestrate their fulfillment in compliance with the Standard Operation Procedure (SOP), SLA, Customer Service Etiquette, and MTN Service Culture.
• Proactively manage and resolve all operational challenges experienced by HC partners during home connection visits and installation.
• Track HC partner’s material usage (ONT and accessories) and avert stock-outs that may impact service fulfillment operations.
• Activate product types upon successful provisioning of customer ONTs and forward batches of fulfilled JOs to appropriate Customer Service Partners for customer onboarding.
• Update the service fulfillment BSS system (DCLM) in a timely manner and ensure updates are accurate and consistent.
• Effectively manage customers for issues resulting in service fulfillment delays to prevent negative social media comments that may demarket the brand, impede referral sales, or trigger refunds.
• Coordinate home connection (HC) vendor field activities, especially drop cabling activity, customer service etiquette, and stock usage tracking to prevent material stock-outs that may impact SLA and customer journey.
• Be the customer’s advocate throughout the service fulfillment journey and ensure the customer is managed with continuous and consistent communication.
• Develop an effective feedback mechanism to improve operational efficiency and standardize the service culture.
• Orchestrate the interactions and relationships with ecosystem players to achieve continuous upskilling of field teams, service culture, and brand awareness.

Education:

• First degree in Social Sciences, Engineering, or IT-related disciplines
• Fluent in English

Experience:

• 3–7 years of experience in a service fulfillment role in a telecoms, e-commerce, or financial services industry.
• Experience in customer service etiquette, sales/marketing, or a related function.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
• Experience working in a medium organization.
• Understanding MTN fibre broadband products is an added advantage.
• Basic knowledge of FTTx technology and architecture is an added advantage.
• Excellent organizing, time management, and problem-solving skills.

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