Coordinator – Order Fulfilment

Job Description

• Mission/Core purpose of the Job:
  • To effectively handle service orders from customers to ensure that delivery is completed on time within SLA and creates a positive customer experience
  • Provide sales administrative and customer support, oversee and manage order workflows, and resolve queries, complaints, and escalations within SLA
  • Act as the central communication point between Supersonic, third-party partners, and customers
  • Ensure orders are handled effectively, errors are promptly addressed, and cancellations due to fulfilment issues are prevented
  • Oversee order workflows across internal and external systems, update orders, provide feedback on delays, and follow up to reduce time from order to service activation

Responsibilities

• Task Complexity:
  • Process and manage all technology orders from placement to completion in line with SLAs
  • Work on allocated emails, tickets, and tasks
  • Capture and update order details accurately in relevant systems and portals
  • Identify and resolve order errors proactively to ensure timely and accurate processing
  • Provide administrative support to sales teams and meet defined performance targets
  • Maintain accurate records of orders within business systems
  • Provide customer support via phone, email, chat, and social media
  • Communicate effectively with customers, addressing inquiries professionally and promptly
  • Produce reports and provide feedback to the Team Leader
  • Track and report progress on administrative and support tasks
  • Assist with customer escalations and resolutions
  • Identify potential fulfilment issues early and take action to prevent cancellations

• Behavioural Qualities:
  • Strong organizational and time management skills with the ability to multitask and meet deadlines
  • High attention to detail and proactive problem-solving ability
  • Excellent written and verbal communication with a customer-centric mindset
  • Ability to work independently and collaboratively within a team
  • Adaptable and solution-oriented in dynamic environments
  • Team-oriented with the ability to work in integrated team settings
  • Resilient and able to manage stress effectively
  • Strong service orientation and customer focus
  • Flexible and adaptable to changing situations

Qualifications

• Education:
  • Minimum of a 1-year diploma in a relevant field
  • Fluency in English
• Global Experience Standards:
  • Minimum of 3 years’ experience in a customer-facing role focused on order fulfilment, sales support, or administration
  • Experience in telecommunications or ISP environments is an advantage
  • Familiarity with order processing systems and sales terminology

• General Working Conditions:
  • Flexible working hours, including shift work
  • Ability to work under pressure during peak periods
  • 24/7 working environment
  • On-site (office-based role)