Job Description
Our client, an ISP specializing in providing INTERNET, VOICE and HOSTING solutions, is seeking a permanent opportunity for a skilled and experienced FTTH Sales and Administration Manager, based in Umhlanga, Durban.
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:
Sales administration
Service delivery coordination
Office administration
Feasibility management
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)