FTTH Escalations Coordinator

About the role

MetroFibre is looking for an FTTH Escalations Coordinator in Centurion. The person will act as the central point of coordination between contractors, field technicians, customers, ISPs and internal stakeholders to resolve service escalations quickly. The role focuses on minimising service disruption, maintaining service quality and meeting agreed Service Level Agreements (SLAs).

Key responsibilities

• Handle customer queries and escalations within agreed turnaround times and SLAs, and keep customers informed of repair progress and estimated time to resolution.
• Communicate professionally with customers, ISPs, contractors, field technicians and internal departments.
• Coordinate and schedule contractors and field technicians so repairs are resolved on time.
• Track and manage escalated repair tickets from start to closure, and escalate risks, delays and service challenges through the right channels.
• Provide remote support to on-site teams and arrange extra technical help when needed.
• Ensure repairs follow company quality standards, operational procedures and agreed timelines, and monitor contractor performance against SLAs.

Required profile

• Matric.
• A certificate or diploma in Project Management, Telecommunications, Network Operations or a related technical field, or a Certified Fibre Optic Technician qualification.
• 3 to 5 years of experience coordinating technical teams, contractors or maintenance schedules in telecommunications, construction, network operations or a similar environment.