Copper & Fiber Sales Advisor

About the role

The Copper & Fiber Sales Advisor supports residential customers on both legacy copper‑based services (voice, DSL) and modern fiber internet offerings. The role blends customer service, technical troubleshooting, account management and consultative sales to deliver a seamless experience and drive revenue growth.

Key responsibilities

• Handle inbound customer interactions for copper/DSL voice, internet and fiber services.
• Troubleshoot connectivity, Wi‑Fi performance, router, gateway, modem and ONT issues.
• Resolve service interruptions, billing queries and account management requests.
• Assist with service activation, installation scheduling, relocations, upgrades and modifications.
• Educate customers on migration plans from copper to fiber and promote self‑service tools.
• Identify customer needs, recommend appropriate packages and achieve sales, upgrade and revenue targets.
• Cross‑sell premium Wi‑Fi solutions, streaming, security and connected‑home products.
• Handle downgrade and cancellation requests, presenting retention offers to reduce churn.
• Maintain accurate documentation in client systems and meet quality, compliance and privacy standards.

Required profile

• Grade 12 / Matric certificate (mandatory).

Required skills

• Wi‑Fi troubleshooting
• Router, gateway and modem configuration
• ONT (Optical Network Terminal) troubleshooting
• Consultative sales and upselling