Job Description

Senior Order Specialist - Telecommunications (Fibre Provisioning)
About the Role
Are you a strategic thinker with a passion for operational excellence and customer satisfaction? We're looking for a Senior Order Specialist to lead and optimise our fibre provisioning processes. In this role, you'll be the driving force behind seamless service delivery, customer retention, and campaign performance--ensuring our clients receive the best experience from order to activation.
This is a position ideal for someone with a strong background in telecommunications, particularly in fibre provisioning and B2B service delivery.
What You'll Be Doing

• Manage the end-to-end provisioning of fibre orders, ensuring timely and accurate delivery.
• Engage with customers at risk of cancellation--understand their concerns, resolve issues, and retain their business.
• Lead and refine order management campaigns to boost efficiency and customer engagement.
• Collaborate with sales, operations, and customer care teams to eliminate friction in the provisioning journey.
• Analyse order data and campaign performance to drive continuous improvement.
• Escalate and resolve complex provisioning issues while keeping customers informed and satisfied.
• Coach junior coordinators and contribute to best-practice processes.
• Maintain accurate documentation and support operational reporting and forecasting.
• Step in for the Order Management Manager when needed.

What You'll Bring

• Proven experience in fibre provisioning, service delivery, or telco operations (B2B preferred).
• Strong customer retention skills, especially in objection handling and "save" conversations.
• Experience with campaign scheduling, AI tools, and learning new systems.
• Familiarity with operational teams, FNOs, and install partners.
• Excellent communication and interpersonal skills.
• High attention to detail and a proactive, problem-solving mindset.
• Comfortable in fast-paced, evolving environments.
• Data-driven decision-making skills.

Bonus Points For

• Experience with CRM systems and fibre delivery platforms.
• Previous leadership or mentoring experience.
• Knowledge of fibre network technologies and provisioning systems.
• Experience using AI tools to drive operational efficiency.

Tech & Tools

• Highly computer literate; proficient in Microsoft Office.
• Remote work setup with your own reliable laptop and strong internet connection (monthly WFH and connectivity allowance provided).
• Must be based in or around Cape Town for occasional in-person team meetings and training
• Please note this a FTC for 3-months with the possibility of becoming permanent.

Ready to Join Us?
If you're passionate about delivering exceptional service and driving operational success in the telecoms space, we'd love to hear from you!