Copper & Fiber Sales Advisor

JOB SPECIFICATION

Copper & Fiber Sales Advisor

Position Title: Copper & Fiber Sales Advisor

Location: South Africa (On-site)

Flexible to shifts, its USA hours so around 2pm – 12am/3pm – 1am etc

Reporting To: Team Leader / Operations Manager

Employment Type: Full-Time

Department: Copper & Fiber Operations

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POSITION PURPOSE

The Copper & Fiber Sales Advisor is responsible for supporting residential customers across both legacy copper-based services (voice, DSL) and modern fiber internet offerings, while driving sales, upsells, and customer upgrades. The role combines customer service, technical troubleshooting, account management, and consultative sales to deliver exceptional customer experience and maximize revenue growth.

The successful candidate will assist customers with connectivity issues, account management, service upgrades, and product recommendations across both copper/DSL and fiber platforms, while consistently achieving sales, upgrade, and operational performance targets.

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KEY RESPONSIBILITIES

Customer Service & Technical Support

· Handle inbound customer interactions related to copper/DSL voice, internet, and fiber internet services.

· Troubleshoot internet connectivity, Wi-Fi performance, router, gateway, modem, and ONT issues.

· Resolve service interruptions, billing queries, account issues, and general account management requests.

· Assist customers with service activation, installation scheduling, relocations, upgrades, and service modifications.

· Educate customers on available service options, network migration plans (copper to fiber), and self-service tools.

· Achieve first-call resolution (FCR) wherever possible.

· Accurately document all customer interactions and resolutions in client systems.

Sales & Revenue Generation

· Identify customer needs through consultative questioning and active listening.

· Recommend copper/DSL packages and promote upgrades from DSL to fiber internet packages.

· Sell fiber internet packages, speed upgrades, and bundled service solutions.

· Cross-sell and upsell premium Wi-Fi solutions, streaming products, security services, device protection, and connected-home offerings.

· Achieve sales conversion, revenue, upsell, and copper-to-fiber upgrade targets consistently.

Customer Retention

· Handle downgrade and cancellation requests professionally and empathetically.

· Present retention solutions and promotional offers aligned with customer needs.

· Reduce customer churn through effective negotiation and value-based selling.

· Increase customer loyalty and lifetime value through personalized recommendations.

Compliance & Quality

· Adhere to Frontier / Verizon operational policies, security protocols, and customer privacy requirements (including POPIA alignment).

· Ensure all customer information is captured accurately and completely.

· Meet quality assurance, compliance, and documentation standards.

· Participate in coaching, calibration sessions, product training, and continuous improvement initiatives.

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MINIMUM REQUIREMENTS

· Grade 12 / Matric certificate (mandatory).

· Minimum 6 Months of experience in sales, customer service, ISP, broadband, fiber, telecommunications, technical support, or call center environment.

· Excellent spoken and written English with a professional communication style (neutral accent preferred for US clients).

· Strong computer literacy and the ability to navigate multiple systems simultaneously.

· Ability to work rotational U.S. time-zone shifts, weekends, and public holidays as required.

· Clear criminal record (background checks will be conducted).

· South African ID or valid work authorisation.

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PREFERRED EXPERIENCE

· Frontier, Verizon, or similar U.S. telecom / ISP campaign experience.

· Technical troubleshooting of internet, Wi-Fi, and connectivity services.

· Sales experience within a target-driven BPO environment with demonstrated commission earnings.

· Experience with copper/DSL services and fiber migration strategies.

· CRM, order management, and customer account management systems experience.

· Handling both inbound service and outbound/consultative sales interactions.

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KNOWLEDGE & SKILLS

· Understanding of copper/DSL voice, broadband services, and fiber connectivity.

· Wi-Fi and home networking fundamentals; router, gateway, modem, and ONT troubleshooting.

· Router, gateway, modem, and ONT troubleshooting.

· Consultative selling techniques, needs analysis, upselling, cross-selling, and objection handling.

· Active listening and effective communication.

· Problem-solving and analytical thinking.

· Attention to detail and documentation accuracy.

· Ability to multitask across multiple applications under call volume pressure.

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BEHAVIOURAL COMPETENCIES

· Customer-focused mindset.

· Ownership and accountability.

· Professionalism and integrity.

· Emotional resilience.

· Adaptability and flexibility.

· Team collaboration.

· Continuous learning orientation.

· Results-driven approach.

· Time management and organisational skills.

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KEY PERFORMANCE INDICATORS (KPIs)

· Sales Conversion Rate

· Revenue Generated

· Upsell & Cross-sell Rate

· Copper-to-Fiber Upgrade Rate

· Customer Satisfaction (CSAT)

· First Call Resolution (FCR)

· Average Handle Time (AHT)

· Quality Assurance (QA) Score

· Technical Resolution Rate

· Schedule Adherence

· Attendance & Reliability

· Compliance Score

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WORKING CONDITIONS

U.S. time-zone support environment. High-volume inbound and outbound customer interactions. Performance-driven culture with monthly sales and service incentives. Ongoing coaching, product certification, and career progression opportunities into SME, QA, Training, Workforce Management, and Leadership roles.

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CAREER PATH

Copper & Fiber Sales Advisor →→ SME → Team Leader → QA / Training / Workforce Management → Operations Leadership

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EQUAL OPPORTUNITY STATEMENT

The company is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are based on merit, performance, qualifications, and business requirements, in accordance with South African labour legislation and applicable client requirements.

Thobeka.Zondani@ccisouthafrica.com

Pay: R4 500,00 - R5 900,00 per month

Work Location: In person