Vacancy: Fibre to the Home (FTTH) Sales Administrator & Retention Specialist
Location: Century City, Cape Town (Office Based)
Department: Sales
Reporting to: Sales Manager
Employment Type: Full-Time
About Kibo Connect
Kibo Connect is a growing ICT solutions provider delivering Connectivity, Voice, Cloud, Security, Managed IT Services and Fibre solutions to businesses and residential customers across South Africa. We are looking for an organised, customer-focused individual to take ownership of our Fibre to the Home (FTTH) customer base and help us grow and retain our residential services.
About the Role
We are looking for a proactive FTTH Sales Administrator & Retention Specialist to manage the complete residential fibre customer journey from new customer onboarding through to retention, upgrades and service administration.
This role combines customer service, sales administration, account management and operational coordination. The successful candidate will play an important role in growing our FTTH subscriber base while ensuring customers receive an exceptional service experience.
Key Responsibilities
You will be responsible for:
- Managing the day-to-day administration of our FTTH customer base
- Coordinating new customer onboarding, installations and activations
- Processing upgrades, downgrades, relocations and cancellations
- Supporting customer retention initiatives and reducing customer churn
- Handling customer queries and service escalations professionally
- Liaising with Fibre Network Operators (FNOs), suppliers and internal technical teams
- Maintaining accurate CRM and customer records
- Reconciling supplier invoices against active customer services
- Preparing monthly subscriber, churn and revenue reports
- Managing FTTH hardware inventory and maintaining an accurate asset register
- Tracking customer equipment issued, returned and replaced
- Ensuring billing information remains accurate and up to date
- Assisting with marketing and retention campaigns
- Identifying opportunities to increase recurring revenue through upgrades and cross-selling
Minimum Requirements
- Minimum 3 years' experience in:
- Telecommunications
- ISP or Connectivity Services
- Customer Service
- Customer Retention
- Sales Administration
- Good understanding of Fibre to the Home (FTTH) services
- Experience coordinating installations and technical service delivery
- Experience managing customer escalations
- Excellent Microsoft Office skills (particularly Excel)
- Experience using CRM systems
Advantageous
Experience working with Fibre Network Operators including:
- Openserve
- Vumatel
- Frogfoot
- Octotel
- Demux
Skills & Competencies
We're looking for someone who is:
- Highly organised
- Customer focused
- Commercially minded
- Detail orientated
- A strong communicator
- Professional and resilient
- Able to multitask and prioritise effectively
- Comfortable working in a fast-paced environment
- A problem solver who takes ownership
- Passionate about delivering exceptional customer experiences
What Success Looks Like
Success in this role will be measured through:
- Growth of the FTTH subscriber base
- Increased Monthly Recurring Revenue (MRR)
- Low customer churn
- High customer retention rates
- Accurate CRM and customer records
- Timely onboarding and offboarding of customers
- Accurate supplier invoice reconciliations
- Effective stock and asset management
- High customer satisfaction
- Professional management of customer escalations
- Accurate monthly reporting
- Strong contribution to marketing and retention campaigns
Why Join Kibo Connect?
At Kibo Connect, you'll join a passionate team committed to delivering exceptional customer experiences and innovative connectivity solutions. We offer the opportunity to make a meaningful impact in a growing business where initiative, accountability and customer service are valued.
How to Apply
If you have a passion for customer service, telecommunications and helping customers stay connected, we'd love to hear from you.
FTTH Sales Administrator & Retention Specialist – Cape Town
Only shortlisted candidates will be contacted.
Pay: R15 000,00 - R20 000,00 per month
Work Location: In person
