FTTH Project Coordinator

3 weeks ago

Cape Town, South Africa RSAWEB Full time

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 and being one of the fastest streaming ISPs on Netflix and a consistently top rated ISP on My Broadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.
Specialisation fields:

- Cloud infrastructure
- Enterprise connectivity
- Mobile connectivity and data management
- Fibre-to-the-Home (FTTH)
- Fibre-to-the-Business (FTTB)

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.
Our values:

- Creativity
- Humanity
- Innovation
- Passion

Where will the successful candidate fit in
Based within our vibrant Consumer Division, this person will be exercising their proven project coordination and attention to detail skills to facilitate new orders, upgrades and downgrades, while ensuring excellent communication between the provider and the customer.

- 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

Benefits

- Medical Aid (Discovery)
- Reduced Gap Cover Rates (Turnberry Premier)
- Retirement Annuity Contribution (Allan Gray)
- Medical Insurance (Momentum - Health4Me)
- Discounted Internet Connectivity
- Free Employee Wellness Programme (ICAS)
- Team Buildings
- Exposure to latest industry technologies and standards
- Lastly, a work environment that rivals the very best

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.
Job Type: Permanent
Application Question(s):

- How many years experience do you have providing Fibre customer support?
- What is your current salary per month before deductions?
- What is your salary expectation per month before deductions?
- What is your notice period?

Education:

- High School (matric) (Required)

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