Coordinator - Order Fulfilment.Customer Operations at MTN

Job Description

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.

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.

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 (ISP) internet service provider industry is preferred.
• Familiarity with order processing systems and sales terminology

Behavioral 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 / behavior in the light of changing situations

Apply Before: 07/04/2025