Coordinator - Order Fulfilment.customer Operations
MTN Group
Order Fulfillment Agent
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 fulfillment 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 fulfillment issues. Responsible for overseeing order workflows on internal and external systems, handling and updating orders where applicable, provide feedback on delayed orders and continuedly following up on such orders to reduce the time between the order to activation of a service.