SERVICE DELIVERY OFFICER
Industry: Telecommunications / Internet Service Provider (ISP)
Location: Lekki, Lagos, Nigeria
Employment Type: Full-Time
Department: Service Delivery / Operations
Reports To: Service Delivery Manager / Operations Manager
Salary: ₦200,000 – ₦250,000 Net Monthly
Experience Required: 2–4 Years
Job Summary
We are seeking a highly organised, proactive, and customer-focused Service Delivery Officer to support the coordination of field sales activities, service delivery, order processing, and customer relations. The successful candidate will serve as a key link between the sales team, technical operations, and customers, ensuring that requests are handled promptly, schedules are properly coordinated, and service delivery issues are resolved efficiently.
The ideal candidate should possess strong administrative and communication skills, attention to detail, and the ability to monitor service delivery activities while maintaining accurate records and supporting the achievement of business objectives.
Key Responsibilities
- Coordinate field sales activities, manage schedules, and ensure effective communication of relevant information to team members.
- Process customer orders, service requests, and sales documentation accurately and within agreed timelines.
- Liaise with technical and operations teams to facilitate timely installation, activation, and delivery of ISP services.
- Respond to customer enquiries, complaints, and service-related issues, ensuring prompt follow-up and resolution.
- Keep customers informed of service delays, operational challenges, and changes to agreed timelines.
- Maintain accurate electronic records of orders, customer information, sales activities, and service delivery reports.
- Monitor the progress of sales and service delivery activities, identify operational gaps, and recommend improvements.
- Ensure the availability of necessary sales materials, equipment, and supporting documentation.
- Prepare periodic reports on order status, customer feedback, team performance, and service delivery outcomes.
- Support after-sales service activities and maintain positive relationships with customers.
- Follow up on pending requests and coordinate with relevant teams to ensure timely completion.
- Ensure compliance with company procedures, service standards, and customer service policies.
Requirements and Qualifications
- Bachelor's degree or HND in Business Administration, Telecommunications, Computer Science, Engineering, Information Technology, or a related field.
- 2–4 years of relevant experience in service delivery, sales coordination, customer support, or operations, preferably within the telecommunications or ISP industry.
- Experience coordinating field sales teams, processing customer orders, and tracking service delivery activities.
- Basic understanding of internet services, telecommunications operations, and technical service requests.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
- Strong organisational, administrative, and multitasking skills, with excellent attention to detail.
- Excellent written and verbal communication skills.
- Strong customer service, problem-solving, and follow-up abilities.
- Ability to maintain accurate records, prepare reports, and manage competing priorities.
- Ability to work collaboratively with sales, technical, and operations teams.
- A proactive, dependable, and results-oriented approach to work.
Ideal Candidate
The ideal candidate is organised, responsive, and customer-focused, with the ability to coordinate multiple activities while ensuring that customer requests and internal processes are handled efficiently. They should be comfortable working in a fast-paced telecommunications environment, communicating with field sales personnel, liaising with technical teams, and following up on service delivery commitments.
The successful candidate must demonstrate initiative, accountability, attention to detail, and a strong commitment to customer satisfaction. Previous experience with an internet service provider or telecommunications company will be an added advantage.
How to Apply
Interested and qualified candidates should send their updated CV to [email protected], using Service Delivery Officer – Lekki as the subject of the email.
Only shortlisted candidates will be contacted.