The Online Cellular Operations Administrator is responsible for delivering a seamless, compliant, and high-quality operational service within the Online Cellular environment. The role supports customer experience, stock accuracy, compliance, administration, and project delivery in a fast-paced, SLA-driven retail environment. Individual KPIs are tracked monthly.

Requirements

• 2-4 years experience in retail, operations, or administration experience (preferably in telecoms or online sales)
• Experience working with stock, invoicing, and operational systems
• Exposure to compliance, fraud checks, or audit environments advantageous
• Comfortable working to strict deadlines and KPIs

Key Performance Areas & Responsibilities

1. Customer Service

• Deliver consistently high customer service aligned to iStore standards
• Achieve positive customer survey, Talk2Us, and general feedback results
• Ensure full compliance with product and sales training requirements
• Conduct spot checks and quality testing of service delivered
• Resolve customer complaints efficiently and within agreed timelines
• Manage and resolve logistics and courier escalations
• Maintain OOBF compliance at all times

Success Measures:

• Customer feedback scores and surveys
• Quality assurance results
• Complaint resolution turnaround times
• Training and compliance completion rates

2. Adherence to Schedule

• Maintain excellent attendance and punctuality
• Communicate effectively with team members and stakeholders
• Adhere strictly to published rosters and timekeeping requirements
• Log in on time for all scheduled shifts
• Use correct system and operational codes consistently

Success Measures:

• Absenteeism targets met
• Timekeeping and schedule adherence reports
• System accuracy and compliance metrics

3. Stock Management

• Ensure accurate stock mix, availability, and correct stock levels
• Adhere to stock transfer and inventory management procedures
• Manage stock ageing in line with stock ageing policies
• Maintain up-to-date asset registers and SOP-compliant reporting
• Submit daily stock requests to Order Management by 09:00
• Update SOH accurately and timeously
• Manage inventory using ZV SOH processes

Success Measures:

• Stock accuracy and availability reports
• Audit outcomes and SOP compliance
• Timely submission of daily stock requests

4. Compliance

• Complete all required document uploads daily on Papertrail
• Resolve compliance escalations within agreed timeframes
• Identify compliance gaps and implement corrective workflow solutions
• Manage queries and escalations within SLA
• Stay informed on fraud and risk trends impacting online cellular sales
• Ensure full POPIA compliance
• Conduct fraud, TransUnion, and document verification checks

Success Measures:

• Audit and compliance reports
• SLA adherence
• Reduction in compliance escalations and errors

5. Team Administration

• Invoice all devices accurately and track related enquiries
• Resolve ETE issues and provide operational support
• Manage long-running escalations (e.g. vetting issues, referrals, pending applications)
• Ensure all invoices added before 13:00 are submitted the next business day
• Send daily warehouse communication between 14:00–14:30
• Create and update orders on Magento
• Resolve delivery-related queries via RAM
• Support and induct new starters into the Online Cellular team

Success Measures:

• Accuracy and timeliness of invoicing
• Administration SLA compliance
• Successful onboarding of new team members

6. Special Project Delivery

• Support and deliver special projects from inception to completion
• Ensure projects are delivered within budget and agreed deadlines
• Provide weekly project status updates and reporting

Success Measures:

• Project timelines and budget adherence
• Quality of project reporting and outcomes

Key Skills & Competencies

• Strong administrative and organisational skills
• High attention to detail and accuracy
• Ability to work under pressure in a fast-paced retail environment
• Strong customer service mindset
• Excellent communication skills
• Good problem-solving and escalation management ability
• System and process-driven approach