Job Description and BenefitsDepartment: Sales OperationsLocation: Dublin / HybridCapacity: Minimum 2 days in the office / 3 days WFHContract duration: 12 months FTC with potential extensionWorking 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 ManagementServe 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 submittedInstalled ordersPipeline and pending activityBilling requests raisedCancellationsSupport 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 AssuranceRaise 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 HandlingManage 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 requiredExperience 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 CompetenciesCustomer Focus & Service ExcellenceOwnership & AccountabilityOperational Accuracy & Process DisciplinePrioritisation & Time ManagementResilience Under PressureCollaboration & Cross-Team WorkingContinuous Improvement & Problem SolvingPlease Note: Only candidates permitted to work in the EU will be considered for this role