Sales Operations & Post Delivery Support Agent

Job Description And BenefitsDepartment: Sales Operations Location: Dublin / Hybrid Capacity: Minimum 2 days in the office / 3 days WFH Contract duration: 12 months FTC with potential extension Working with our client on our Contract Resource Team, the Sales Operations & Post-Delivery Support Agent will be responsible for supporting the end-to-end operational lifecycle of SME and Enterprise customers, with a strong customer-facing focus on fulfilment, in-delivery support, post-install service administration across Broadband, TV services, and Mobile. The role ensures a seamless experience from order submission through fulfilment, installation, activation, billing, cancellation and ongoing support. As a key customer-facing representative, the role will engage directly with customers, 3rd party contractors and internal stakeholders to provide updates, resolve service and billing queries, progress orders, and ensure a positive post-sales experience. This role will cover fulfilment as well as in-delivery and post-install support¿ensuring transparency, service continuity, and timely resolution of operational issues. The position also collaborates cross-functionally with Sales, Pre-Sales, Billing, Customer Care, Revenue Assurance and Operations teams to support process excellence, compliance and consistent high-quality outcomes. ResponsibilitiesCustomer Support & Order Lifecycle Management

• Serve as the dedicated customer-facing point of contact for SME and Enterprise customers across Broadband, TV and Mobile services.
• Respond to customer enquiries relating to sales submissions, fulfilment progress, installation timelines, provisioning issues, billing queries and cancellation request.
• Engage directly with customers, 3rd party contractors, and internal teams to finalise documentation, progress orders and communicate clear expectations.
• Produce weekly and monthly reporting covering:
• Sales submitted
• Installed orders
• Pipeline and pending activity
• Billing requests raised
• Cancellations
• Support continuous improvement initiatives to enhance the fulfilment and post-sales customer journey.
• Support future growth initiatives, including onboarding new products into operational workflows.

Order Processing & Fulfilment Coordination:

• Accurately process customer orders in line with internal SLAs, governance requirements, and quality standards.
• Work closely with the SME Pre-Sales and 3rd-party contractors to progress installation milestones and resolve order blockers.
• Coordinate with SME Pre-Sales to arrange site surveys and installation appointments for applicable services.

Billing, System Administration & Quality Assurance

• Raise billing requests for completed services and ensure accuracy of customer account setup across Broadband, TV & Mobile.
• Update and close orders in Cortex following installation confirmation.
• Process Change of Ownership requests.
• Complete quality assurance checks on completed orders in Taifun and correct billing, provisioning, or configuration discrepancies.
• Partner with Revenue Assurance teams to resolve zero-rated reconciliation reports and prevent revenue leakage.

Operational Support & Customer Handling

• Manage the service cancellation inbox, including responses to customer complaints, queries, and contractual change notifications (e.g., pricing adjustments).
• Provide support across the team during peak demand, escalations, or staff absences.

Skills Required

• Experience in telecoms fulfilment, provisioning or post-sales support across Broadband, TV, Mobile or similar service environments an advantage.
• Experience providing customer-facing post-install support including resolving billing issues and coordinating with suppliers or contractors.
• High attention to detail with strong administrative discipline and accuracy is essential.
• Ability to work well under pressure while meeting deadlines and service-level commitments.
• Proven ability to prioritise workload effectively in a fast-paced and changing environment.
• Results-driven mindset with a proactive approach to resolving issues and progressing orders.
• Ability to get to the heart of the matter quickly, identifying the root cause and implementing effective solutions.
• Experience using CRM (Salesforce) and fulfilment platforms including Cortex, Taifun, Cerillion and ideally Clarify would be an advantage.
• Excellent written and verbal communication skills are essential.

Core Competencies

• Customer Focus & Service Excellence
• Ownership & Accountability
• Operational Accuracy & Process Discipline
• Prioritisation & Time Management
• Resilience Under Pressure
• Collaboration & Cross-Team Working
• Continuous Improvement & Problem Solving

Please Note: Only candidates permitted to work in the EU will be considered for this role