Installer Coordinator at MultiChoice Tanzania

The Installer Coordinator is responsible for coordinating and managing end‑to‑end installation activities for decoder and

related service deployments across the country. This role ensures efficient scheduling, quality installations, and a positive

customer experience by acting as the central link between customers, installers, sales teams, and operations.

Operating within a structured, multi‑market environment, the role supports consistent installer performance, service

quality, and compliance with group technical and customer service standards.

Key Performance Objectives - Tasks

Business Operations

• To monitor in-bound Installation work primarily generated by Credit Sales (Price Lock), Retention Campaigns (Single View), VIP Escalations and Ad-Hoc campaigns.
• Responsible for allocating (scheduling) in-bound work according to company rule and process.
• To communicate work allocations with appropriate installer where appropriate.
• Confirm Installer acceptance of work within SLA, which is to be defined.
• Re-allocate work not accepted by Installer within SLA, (To be defined) § Monitor activations and close jobs according to process and SLA (To be defined)
• Escalate non completion or substandard work to Regional Operations for resolution by Installer. § Produce daily, weekly and monthly reporting of Installation Allocation Dynamics.
• Work in the spirit and understanding that work allocation is primarily driven by our intention to provide best customer experience, installation quality and rewarding business development.
• Provide feedback to Installer Rating and Benefits teams. § Ensure support and development of CRM Scheduling program to assist with information management and enhanced customer experience.
• To ensure timely adherence to installation booking times by Installers.
• Understand and adhere to all Standard Operating Procedures and Policies for effective and high quality service delivery.
• Be proactive in the area of fraud detection and escalation to management
• Contribute the Installer CSAT by contributing towards a healthy and mutually respectful commercial relationship with partners.

Qualifications

• Gr 12
• Diploma

Experience

• 2- 3 years’ experience in customer service environment, administration or Finance.

Technical Competencies

• Competency Focus: Basic technical or professional skills, focusing on task execution and skill development.
• Complexity of Tasks: Basic; follows established procedures and routine tasks with clear instructions. Decision-Making Autonomy: Limited; decisions are minor and follow set guidelines.
• Scope of Influence: Limited to individual tasks and contributions; minimal impact on team performance.
• Leadership & Management: None; focused on self-management and following instructions from supervisors.
• Skill and Expertise: Foundational skills; entry-level technical or support role.
• Strategic Impact: Low; primarily task-focused with minimal influence on broader goals.

Behavioural Competencies

• Dependability: Reliable and consistent in task completion and punctuality.
• Attention to Detail: Pays close attention to instructions and follows established procedures accurately.
• Adaptability: Open to learning and adapting to new tasks or environments.
• Positive Attitude: Maintains a positive and cooperative attitude in the workplace.
• Willingness to Learn: Shows eagerness to acquire new skills and knowledge.
• Safety and Compliance: Adheres to safety and procedural guidelines diligently.