Service Delivery Coordinator
Recruit'd · Gauteng
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Start free — we apply for you →Minimum Requirements
- Matric or equivalent qualification
- Previous experience in work order management, dispatch coordination or operational support
- Experience within telecommunications, ISP, fibre or field operations will be advantageous
- Strong organisational and administrative skills, with the ability to manage multiple open work orders simultaneously
- Excellent written and verbal communication skills
- Strong command of spoken and written English
- Proficiency in Microsoft Excel and operational support systems
- Experience working with internal teams, field technicians and external contractors
- Ability to manage competing priorities and work effectively under pressure
- Strong attention to detail and accurate record-keeping
- Ability to work rotational shifts, including weekends
- Customer-focused approach with strong problem-solving skills
Key Responsibilities
- Coordinate installation work orders from scheduling through to completion
- Confirm fibre installation appointments with customers and provide reminders via calendar invites, SMS and telephone
- Dispatch technicians and coordinate schedules across installation crews
- Monitor work orders to ensure jobs are completed and no orders remain unresolved
- Ensure failed or incomplete installations are accurately documented and re-queued
- Manage inbound trouble call work orders for existing customers experiencing service issues
- Triage and allocate trouble calls to the appropriate technician or field team
- Track service issues through to resolution and communicate updates to customers where required
- Ensure completed trouble calls are accurately closed with appropriate resolution notes
- Coordinate aerial and underground drop installation work orders
- Manage cutover work orders and ensure work is correctly sequenced with field crews
- Coordinate site-specific routing activities required to complete customer installations
- Maintain accurate work order records and ensure data integrity across operational systems
- Coordinate with internal teams, technicians and external contractors to resolve outstanding work
- Proactively identify scheduling issues and arrange rescheduling where required
- Attend operational meetings and provide updates on outstanding work orders
- Ensure all work is accurately documented across the relevant systems and platforms
Additional Information
- Location: Melrose, Johannesburg
- Full-time position
- Office-based role
- The position operates on a weekly rotational shift schedule
- Coverage is required Monday to Sunday between 07:00 and 20:00 EST
- US public holidays apply; South African public holidays do not apply
- Shift assignments rotate according to operational requirements
Further details regarding shifts will be sent to interested candidates.