Order Fulfilment Agent - Fibre

Order Fulfilment Agent

Job Purpose:
The Fulfilment Agent is responsible for ensuring the complete and timely processing of fibre internet orders from the point of sale to successful installation and activation. This role requires daily interaction with clients via WhatsApp, coordination with internal teams and installers, and proactive management of support tickets to ensure a seamless service experience. The Fulfilment Agent plays a key role in operational efficiency and customer satisfaction.

Key Responsibilities:

• Manage and track the fulfilment process of fibre internet orders, ensuring each stage is completed post-payment through to activation.
• Communicate with clients primarily through WhatsApp to provide updates, assistance, and resolve queries.
• Coordinate with installers to schedule installations and follow up on progress or delays.
• Open and manage technical support tickets (ONT drop, activation, maintenance, second-line support, missing premises, etc.).
• Escalate delays or unresolved issues related to installation, activation, or service delivery via email to the appropriate departments.
• Process address delinking, relocations (moving premises), upgrades, downgrades, and order cancellations.
• Perform basic troubleshooting for client-reported issues and assist with first-level support queries.
• Facilitate requests for funds allocation and ensure premises are cleared for installation when needed.
• Maintain detailed records of all client interactions, ticket statuses, and order progress for accountability and reporting.
  

Key Requirements:

• Experience in a fulfilment, service delivery, or customer support role (ideally within the fibre or telecommunications sector).
• Strong communication skills, with a focus on clear and professional messaging via WhatsApp and email.
• Familiarity with technical aspects of fibre installation and internet service provisioning (ONT devices, activation steps, etc.).
• Ability to multitask and manage multiple client orders and issues simultaneously.
• Organized, detail-oriented, and proactive in resolving issues and following up on tasks.
• A customer-first mindset with a focus on timely delivery and quality support.

Preferred Qualifications:

• Matric
• Prior experience in the ISP, telecommunications, or fibre industry.
• Knowledge of CRM systems, ticketing platforms, or order management tools.