Coordinator - Order Cancellation.Customer Operations at MTN

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Functions:


Manage the communication and coordination of customer cancellations, including scheduling, FNO deactivation, transportation, collection of equipment etc.
Manage SLA process including monitoring, escalations and reporting.
Process cancellations, returns, relocations, cancellations, credits, quotes and invoices.
Provide additional reports on SLA breaches and how to prevent these going forward.
Assist internal customers (contact centre agents). This could be answering a question, being available for a warm transfer, assisting a customer with a complex problem or training on processes and procedures.
Assist with data clean up endeavours.
Abide by all applicable regulatory and department practices and procedures.
Ensure the effective resolution of complex problems either within the team or through an escalation process.
Ensure that all processes and documentation is complete so that Supersonic does not pay unnecessary fees to third parties or create a poor customer experience.
Compile and present reports to management as required.
Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline.
Keep accurate records of cancellations and schedules.


Knowledge


Quality Management
Value creator
Project orientated
FNO Portals
Computer Applications - MS Office (Word, Excel, and Outlook)


Measures (KPIs for job)


Accuracy Management
Manage the entire cancellation journey without missing any steps.
Cancelled within SLA
Identify process improvements
Identifying threats and weaknesses and finding ways to resolve such in most effective manner
Gap analysis and ability to identify areas of concern and provide innovative ways to close the gaps.
Co-ordination between other parties and stakeholders (sub cons, FNOs & customer)
Create and monitor plan for continuous improvement


Education:


Minimum of a 1-year Diploma
Preferred Qualification - Project Management Diploma
Matric


Experience:


Minimum of 3 years' experience in an area of specialization.
Previous experience in the telecommunications or internet service provider industry is preferred.
Experience working in a medium organization
Familiarity with cancellation system and terminology


Apply Before 01/18/2026, 01:00 AM