Mission/ Core purpose of the Job:
To effectively handle service orders from customers to ensure that the delivery of services is completed on time within SLA and creates a positive customer experience. To be responsible for providing sales administrative and customer support, overseeing, and managing order workflows, and resolving order queries, complaints, and escalations as per SLA. The Order fulfilment agent is the central point of communication between Supersonic, third-party partners, and customer. Ensures that orders are handled effectively, errors are promptly addressed, and customer service is maintained by preventing cancellations due to fulfilment issues.
Responsible for overseeing order workflows on internal and external systems, handling and updating orders where applicable, provide feedback on delayed orders and continuedly following up on such orders to reduce the time between the order to activation of a service.
RESPONSIBILITIES
Task Complexity:
•Process and manage all technology orders from order placement to completion, ensuring adherence to SLAs.
•Work on allocated emails, tickets and tasks.
•Capture and update order details accurately in relevant portals and systems.
•Proactively identify and address any order errors, resolve issues, ensuring accurate and timely order placement.
•Provide administrative support to sales teams and meet minimum performance deliverables and service levels.
•Maintain accurate records of orders on the business system
•Provides customer support telephonically, through emails, chat and or social media.
•Communicate effectively with customers, addressing inquiries and concerns in a professional and timely manner through the relevant communication channels.
•Produce reports and feedback to the Team Leader.
•Feedback on administrative and support tasks allocated and progress.
•Assist with customer escalations and resolutions.
•Proactively identify potential order fulfilment issues that could lead to customer cancellations and take steps to prevent them.
Behavioural qualities:
•Exceptional organizational and time management skills, with the ability to multitask and meet deadlines effectively.
•Strong attention to detail and proactive problem-solving abilities.
•Outstanding communication and interpersonal skills, both written and verbal, with a customer-centric approach.
•Ability to work both independently and collaboratively in a team environment.
•Passionate about problem-solving and able to adapt to dynamic work scenarios.
•Team orientation – strengthening teams OR working in an integrated team environment.
•Resilience – maintaining composure and dealing effectively with stress
•Service orientation
•Customer centricity
•Flexible and adaptable – changing opinions / behaviour in the light of changing situations
QUALIFICATIONS
Education:
•Minimum of 1 year diploma in relevant field
•Fluent in English
Global Experience Standards:
•Minimum 3 years’ experience in a similar customer-facing role with a focus on order fulfilment, sales support, and administration.
•Previous experience in the telecommunications or internet service provider industry is preferred.
•Familiarity with order processing systems and sales terminology
