Remote Jobs at Frogfoot Networks (Pty) Ltd

Job Description

• Frogfoot is looking for a Service Delivery Coordinator (FTTB – Wholesale). Hybrid working model.

Purpose of the Role

• This role is perfect for someone who thrives on managing workflow administration and communication activities to ensure consistent, high-quality feedback and the efficient processing of service order tickets, in line with the Service Delivery Communication Plan and SLA targets.
• The role forms part of the FTTB Wholesale team and involves close collaboration with cross-functional teams across all stages of the Service Order fulfilment process. You will engage with wholesale clients, suppliers, and internal stakeholders to ensure the timely delivery of products and services required for order completion, while proactively escalating issues or delays to the Service Delivery Coordinator Team Leader when needed.
• You will oversee and coordinate the day-to-day management of FTTB (Fibre to the Business) wholesale orders received from clients, ensuring installations are completed smoothly with minimal disruption or downtime.
• Working closely with wholesale clients, contractors, and internal teams, you will play a key role in meeting service delivery objectives and client expectations. Strong organisational skills, exceptional attention to detail, and the ability to manage multiple priorities effectively are essential for success in this role.

Key Responsibilities

• Perform workflow administration and communication tasks to achieve Service Delivery SLA targets within the FTTB Wholesale environment.
• Attend customer meetings with the Service Delivery Manager, representing the FTTB Wholesale team where required.
• Ensure feedback frequency, feedback quality, and order ticket processing are maintained in accordance with the Service Delivery Communication Plan and SLA targets.
• Attend supplier meetings and drive supplier Service Delivery teams to achieve SLA targets in support of wholesale service delivery.
• Collaborate with the Service Delivery Manager and internal operational teams to complete workflow tasks and achieve SLA targets.
• Develop your skills: personal, interpersonal, computer, and industry-related.
• Contribute towards improving overall Service Delivery team performance, wholesale customer experience, and operational excellence.
• Identify, report, and mitigate revenue assurance risks during the order delivery process to the Team Leader.
• Manage all processes related to wholesale products and services, including commissioning.
• Provide feedback to wholesale clients from the start to the end of the project, including weekly updates.
• Provide feedback to the Service Delivery Manager throughout the project lifecycle.
• Work closely with the Service Delivery Manager, contractors, and wholesale clients to ensure continuity of projects.
• Manage ordering processes for all equipment required to complete installations.
• Manage relationships with subcontractors and suppliers supporting wholesale delivery.
• Proactively escalate problems to the Service Delivery Manager for resolution.
• Ensure Service Levels are consistently met.
• Liaise with all necessary departments via a defined workflow process.
• Ensure accurate feedback is provided to clients and apply strong time management, planning, and prioritisation.
• Achieve SLA targets and daily order targets as set by the Service Delivery Manager.
• Manage the workflow of wholesale orders from receipt through to delivery.
• Arrange site installation dates and site meetings with relevant internal departments and stakeholders.

What You’ll Need to Know

To succeed in this role, you should have:

• Matric (Grade 12) – Essential.
• Business Management or Project Management training – Desirable.
• FTTx industry-related OEM certification training – Desirable.
• Data visualisation application skills training – Desirable.

Experience:

• 2–3 years’ experience in Customer Relationship Management.
• 2–3 years’ experience in Service Delivery Management or Project Management.
• 2–3 years’ experience managing fulfilment processes in the ISP, FTTB, or wholesale telecoms environment.
• 2–3 years’ experience working with Service Level Agreements and workflow-oriented reporting.

Working knowledge of:

• Data visualisation tools: MS PowerBI or similar.
• Microsoft Office – Word, Excel, Outlook, PowerPoint.
• Documenting and reporting.

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Job Description

• Frogfoot is in search of a Customer Service Team Leader to join the Customer Experience team. 

Purpose of the Role

• This role is perfect for someone who enjoys leading and supporting a customer service team to deliver high-quality support, consistently meet performance targets, and align with the company’s overall goals.
• The role acts as a key link between customer service representatives and management, ensuring smooth day-to-day operations and a positive customer experience.

Key Responsibilities

Team Management

• Supervising Team Members: Oversee the daily activities of the customer service team, ensuring they meet performance targets and adhere to company policies.
• Scheduling and Staffing: Create work schedules, manage time-off requests, and ensure adequate coverage during all shifts to maintain smooth operations.
• Performance Monitoring: Regularly monitor and assess the performance of team members, providing constructive feedback and coaching to help them improve.

Customer Service Operations

• Handling Escalations: Manage escalated customer issues, ensuring they are resolved quickly and to the customer's satisfaction.
• Quality Assurance: Conduct regular quality checks on customer interactions to ensure that the team is maintaining high standards of service.
• Process Improvement: Identify areas where customer service processes can be improved and implement changes to enhance efficiency and effectiveness.

 Training and Development

• Onboarding New Employees: Train new customer service representatives on company policies, procedures, and customer service best practices.
• Ongoing Training: Provide ongoing training and development opportunities for team members to keep their skills up-to-date and aligned with company goals.
• Coaching and Mentoring: Offer regular coaching and support to team members, helping them develop their skills and achieve their full potential.

Reporting and Analysis

• Performance Reporting: Prepare and present regular reports on team performance, including key metrics such as call handling times, customer satisfaction scores, and resolution rates.
• Data Analysis: Analyze performance data to identify trends, strengths, and areas for improvement, and use this information to drive decision-making.
• Customer Feedback: Gather and analyze customer feedback to identify common issues and areas where service can be improved.

Customer Interaction

• Direct Customer Support: Occasionally assist with handling customer inquiries, especially during peak times or when dealing with particularly complex issues.
• Customer Relationship Management: Ensure that the team builds and maintains strong relationships with customers, fostering loyalty and repeat business.

Communication

• Team Meetings: Organize and lead regular team meetings to discuss performance, share updates, and address any concerns or questions from team members.
• Interdepartmental Communication: Liaise with other departments (e.g., sales, IT, product development) to ensure that customer service is aligned with overall company objectives and that customer issues are addressed holistically.
• Policy Updates: Communicate any changes in company policies or procedures to the team and ensure they are understood and implemented.

Conflict Resolution

• Team Disputes: Mediate conflicts within the team, ensuring that any disputes are resolved in a fair and timely manner.
• Customer Complaints: Handle and resolve customer complaints, aiming to turn negative experiences into positive outcomes.

 Resource Management

• Tool and Resource Allocation: Ensure that team members have the tools and resources they need to perform their jobs effectively.

Compliance and Risk Management

• Adherence to Regulations: Ensure that the team complies with all relevant laws, regulations, and company policies, particularly those related to data protection and privacy (e.g., GDPR).
• Risk Identification and Mitigation: Identify potential risks in the customer service process and implement measures to mitigate them, ensuring the security and confidentiality of customer information.

Strategic Planning

• Goal Setting: Set clear, measurable goals for the team that align with overall company objectives and develop strategies to achieve these goals.
• Process Innovation: Propose and implement new strategies to improve customer service delivery and enhance the customer experience.

What You’ll Need to Know

• Customer Experience.
• Fibre Network.
• Being attentive when serving customers.
• Being polite to customers and showing empathy.
• Coping with threats or rudeness from customers/ISP.
• Enquiring about customers' needs.

Skills That Will Help You Succeed

• 3-5 years’ experience in a customer service or customer experience environment, preferably within telecommunications.
• At least 1 – 2 years’ in a leadership, team lead, or acting/senior role, managing or coaching frontline customer service staff.
• Proven experience in managing escalations and difficult customers.
• Working in a performance-driven environment with KPIS (CSAT, AHT, resolution times, productivity etc.)
• Producing and interpreting performance reports and service metrics.
• Exposure to Fibre network services or technical service delivery.
• Cross-functional collaboration (IT, Sales, Operations, Network teams).
• Understanding of Service levels, response times, and resolution targets.
• Data protection and confidentiality requirements (POPIA/GDPR awareness).

 Qualities We Value at Frogfoot

• People-first attitude.
• Problem-solving
• Personal/professional ethics.
• Persuasive speaking skills.