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