Customer Service Executive

Role Overview

This is an operational role within Fibre services, responsible for the day-to-day system and service engineering and operations. The primary focus is on planning, designing, and documenting Fibre assets in GIS tools. Guidance and advice will be sought to ensure the delivery of quality outcomes.

Key Responsibilities

• Support Fiber Planning and Design activities.
• Update GIS systems with As-built documentation.
• Coordinate with onshore Field Engineers and Suppliers to ensure timely completion of assigned works.
• Maintain Service Level Agreements (SLAs) and First Time Right (FTR) at 100%.
• Ensure the security and accuracy of self and customer data.
• Actively participate in customer and internal meetings.

Technical Competencies

• Understanding of Telecom network architecture and components, with detailed knowledge of Optical Fiber Networks and Geographical Information Systems (GIS) and their tools (e.g., AutoCAD, Smallworld, ArcGIS). Expertise in Fiber planning, design, as-builts, quantity surveying, and supplier management is essential. Project Management Office (PMO) skills are considered an added advantage.
• Strong communication skills for effective interactions with onshore and offshore stakeholders at various levels.
• Knowledge of Radio Base Stations and their components. Ability to coordinate with Field Engineers to ensure actions align with 100% SLA and Quality standards.