- Department: Service Delivery / Feasibility / Sales Administration
- Reporting to: Department Heads (Service Delivery) & Directors
- Location: Office based
ROLE PURPOSE:
The FTTH Sales and Administration Manager is responsible for managing all Fibre to the Home
(FTTH) orders and associated processes, from initial receipt of sales orders through to service
delivery and final handover.
The role ensures accurate contract processing, CRM data integrity, client account creation, and
seamless coordination between internal teams, suppliers, and clients. Additional responsibilities
include managing feasibilities, internal leads, project rollouts, ticketing systems, and general
administrative support to ensure operational efficiency and high-quality service delivery.
KEY RESPONSIBILITIES:
Sales Order & Contract Administration
- Receive, process, and manage all FTTH sales orders, requests, and leads
- Ensure all service contracts are complete, accurate, and compliant
- Verify receipt of all required supporting documentation
- Capture accurate contract and client data into the CRM system
- Create new client accounts and ensure correct linkage to SAGE
- Maintain and update price lists and contract amendments
- Generate CRM reports as required by management
- Manage sales documentation and records
Service Delivery Coordination
- Ensure all sales orders are processed accurately and efficiently in the CRM
- Monitor service delivery progress and update orders weekly
- Coordinate with last-mile providers to obtain accurate status updates
- Ensure accurate and timely service handover for billing purposes
- Maintain professional supplier relationships
- Ensure high-quality handover documentation
- Address service delivery issues and escalations effectively
- Achieve agreed monthly operational targets
Feasibility Management
- Conduct feasibility assessments within agreed SLA timeframes
- Identify the most suitable service options for each opportunity
- Engage directly with end-user sites to investigate alternatives when required
- Create and update feasibility opportunities in the CRM
- Provide accurate and timely feedback to sales teams, channel partners, and clients
- Support assigned channel partners and sales representatives with feasibility-relatedqueries
Ticketing System Management
- Ensure full and effective use of the ticketing system
- Assign tickets correctly and monitor progress to closure
- Prevent aging tickets through proactive management
- Ensure professional and timely communication on all tickets
- Close tickets accurately once services have been fully delivered
Hardware, Stock, and Courier Management
- Arrange courier bookings for hardware and related equipment
- Obtain approval for courier costs exceeding approved thresholds
- Complete hardware labelling and tracking
- Issue hardware to Service Delivery and Support teams
- Maintain accurate inventory and stock movement records
- Conduct monthly stock takes in collaboration with Operations Management
Axxess Services Management
- Manage Axxess services, including SIM cards and fibre services
- Maintain accurate and up-to-date ticketing records
- Support sales and service processes for Axxess offerings
General Administration & Support
- Maintain cleanliness and accuracy of public feasibility folders
- Ensure all CRM opportunities are created and maintained correctly
- Assist sales teams with administrative and product-related queries
- Build strong working relationships with partners and end customers
- Ensure clean, accurate CRM, ticketing, and email records
KEY PERFORMANCE OUTCOMES:
- Accurate and compliant contract processing
- Improved turnaround times for order completion
- High CRM data accuracy and system integrity
- Minimal aging tickets
- Efficient service handover to billing
- Enhanced client and partner experience
- Effective use of time and resources
ADDITIONAL RESPONSIBILITIES:
- Identify process improvement opportunities and recommend corrective actions
- Support business requirements as operational needs evolve
- Perform additional duties reasonably required to support the business
POSITION REQUIREMENTS:
Experience
- Experience in one or more of the following:
o Sales administration
o Service delivery coordination
o Office administration
o Feasibility management
o Personal assistance
- Experience within the ISP or telecommunications industry (preferred)
Skills and Competencies
- Strong time-management and organizational skills
- High attention to detail and accuracy
- Ability to multitask effectively
- Excellent email, written, and verbal communication skills
- Strong customer service orientation
- Problem-solving and analytical ability
- Ability to work within structured operational environments
- Ability to engage professionally with internal teams, suppliers, and clients
Technical Knowledge
- Proficiency in Microsoft Word, Excel, and Outlook
- CRM system experience
- Online research capability
- Understanding of project management principles
- Understanding of VoIP telephony (advantageous)
- Understanding of Internet Access Services (advantageous)
DISCLAIMER:
This job description outlines the primary responsibilities and requirements of the role. It is not
intended to be exhaustive and may be amended based on operational requirements and
business needs.
