Order Fulfilment Agent - Fibre

Moladira Skills; Johannesburg; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Moladira Skills is seeking an Order Fulfilment Agent in Johannesburg to ensure fibre internet orders are processed from sale to activation. You will interact with clients via WhatsApp, coordinate with installers, and manage support tickets to ensure timely delivery and quality service.

The role requires strong communication, multitasking, and a solid understanding of fibre installation processes. Join a customer-first team focused on efficient order delivery and satisfaction.

Qualifications

• Experience in a fulfilment, service delivery, or customer support role.
• Strong communication via WhatsApp and email.
• Familiarity with fibre installation concepts (ONT, activation).
• Ability to multitask and manage multiple client orders.

Responsibilities

• Manage and track the fulfilment process from post-payment to activation.
• Communicate with clients primarily via WhatsApp to provide updates and resolve queries.
• Coordinate with installers to schedule installations and follow up on progress.
• Open and manage technical support tickets for installation, activation, or service issues.
• Escalate delays or unresolved issues via email to the appropriate departments.
• Process address delinking, relocations, upgrades/downgrades, and order cancellations.
• Maintain detailed records of client interactions and order progress for reporting.

Skills

WhatsApp communication

Customer service

Multitasking

Attention to detail

Clear communication

Education

Matric

Tools

CRM systems

Ticketing platforms

Order management tools

Job description

Order Fulfilment Agent

Job Purpose:

The Fulfilment Agent is responsible for ensuring the complete and timely processing of fibre internet orders from the point of sale to successful installation and activation. This role requires daily interaction with clients via WhatsApp, coordination with internal teams and installers, and proactive management of support tickets to ensure a seamless service experience. The Fulfilment Agent plays a key role in operational efficiency and customer satisfaction.

Key Responsibilities:

• Manage and track the fulfilment process of fibre internet orders, ensuring each stage is completed post-payment through to activation.
• Communicate with clients primarily through WhatsApp to provide updates, assistance, and resolve queries.
• Coordinate with installers to schedule installations and follow up on progress or delays.
• Open and manage technical support tickets (ONT drop, activation, maintenance, second-line support, missing premises, etc.).
• Escalate delays or unresolved issues related to installation, activation, or service delivery via email to the appropriate departments.
• Process address delinking, relocations (moving premises), upgrades, downgrades, and order cancellations.
• Perform basic troubleshooting for client-reported issues and assist with first-level support queries.
• Facilitate requests for funds allocation and ensure premises are cleared for installation when needed.
• Maintain detailed records of all client interactions, ticket statuses, and order progress for accountability and reporting.

Key Requirements:

• Experience in a fulfilment, service delivery, or customer support role (ideally within the fibre or telecommunications sector).
• Strong communication skills, with a focus on clear and professional messaging via WhatsApp and email.
• Familiarity with technical aspects of fibre installation and internet service provisioning (ONT devices, activation steps, etc.).
• Ability to multitask and manage multiple client orders and issues simultaneously.
• Organized, detail-oriented, and proactive in resolving issues and following up on tasks.
• A customer-first mindset with a focus on timely delivery and quality support.

Preferred Qualifications:

• Matric
• Prior experience in the ISP, telecommunications, or fibre industry.
• Knowledge of CRM systems, ticketing platforms, or order management tools.