FTTH Escalations Coordinator

The successful candidate will serve as the central point of coordination between contractors, field technicians, customers, Internet Service Providers (ISPs), and internal stakeholders to ensure the timely resolution of service-related escalations.

The successful candidate will serve as the central point of coordination between contractors, field technicians, customers, Internet Service Providers (ISPs), and internal stakeholders to ensure the timely resolution of service-related escalations.

The role requires strong coordination, communication, problem-solving, and reporting skills, with a focus on minimising service disruptions, maintaining service quality, and ensuring compliance with agreed Service Level Agreements (SLAs).

• Attend to customer queries and escalations within agreed turnaround times and SLAs.
• Communicate professionally and effectively with customers, ISPs, contractors, field technicians, and internal departments.
• Provide regular updates on repair progress and estimated time to resolution (ETR).
• Maintain a high standard of customer service throughout the escalation process.

• Coordinate and schedule contractors and field technicians to ensure timely resolution of escalated repairs.
• Track and manage escalated repair tickets from initiation through to final resolution and closure.
• Identify potential risks, delays, and service delivery challenges, escalating them through the appropriate channels.
• Provide remote support to on-site teams and arrange additional technical assistance when required.
• Ensure repair activities comply with company quality standards, operational procedures, and agreed timelines.
• Monitor contractor performance and ensure adherence to SLAs.

• Matric
• A certificate or diploma in Project Management, Telecommunications, Network Operations, or a related technical field; or
• A Certified Fibre Optic Technician qualification.

• 3 - 5 years' relevant experience coordinating technical teams, contractors, or maintenance schedules within telecommunications, construction, network operations, or a related operational environment.