Senior Project Administrator

Established in 2001, RSAWEB is South Africa's fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google - the best-rated ISP in South Africa. We are extremely proud of winning KFM's Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer's experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

• Fibre-to-the-Business (FTTB)
• Mobile connectivity and data management
• Cloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

• We Build Trust and Ownership
• We Innovate Feverishly
• We Go the Extra Mile
• We Believe in Humility
• We Communicate Openly & Honestly
• We Make it Fun
• We Teach, Grow & Learn
• We Do More, With Less

The Senior Project Administrator oversees and supports the delivery process by managing escalations, monitoring performance, and ensuring service level commitments are met. In addition to handling customer and service requests, the Senior Administrator provides guidance to the team, monitors daily stats, compiles reports, and acts as the first point of contact for escalated issues. This role requires strong product knowledge, leadership skills, and the ability to balance operational efficiency with excellent customer service.

• Handle complex customer queries, escalations, and priority cases.
• Provide support and guidance to Project Administrators when needed.
• Maintain strong product knowledge to educate and advise both customers and team members.
• Process escalated service requests and ensured SLA compliance.
• Monitor daily stats to ensure the team is meeting call, ticket, and onboarding targets.
• Compile and submit weekly reports on performance, escalations, and SLA adherence.
• Escalate complex issues to the relevant internal teams and track resolution.
• Ensure accurate documentation of escalations and resolutions in the CRM or ticketing system.
• Keep dashboards and internal systems updated and accurate.
• Collaborate with internal teams to resolve recurring issues and improve processes.
• Assist in training and mentoring new or junior administrators.
• Uphold professionalism and consistency in tone across all communication platforms.
• And any other reasonable task.

• Grade 12 or equivalent.
• Relevant tertiary education (preferred).
• 2 years' experience within a fast paced, high volume Customer Services/Technical Support environment.
• Minimum of 1 year within an ISP providing Project Delivery, Provisioning or Technical support services.
• Proven ability to resolve high volume amounts of tickets per day.
• Customer Centric - must place high priority on customer experience.
• Takes initiative, driven and proactive problem solver.
• Accuracy and great time management skills.
• Strong MS Excel, MS Word and numerical ability.
• Experience working on a CRM and Ticketing system.
• Ability to collaborate effectively with cross-functional internal teams.
• Ability to work under pressure while managing multiple priorities.
• Company contribution to Medical Aid/Medical Insurance.
• Retirement Annuity contribution.
• Discounted Internet Connectivity.
• Free Barista prepared coffee, breakfasts and snacks.
• Employee Wellness Programme (Lyra). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing resources, provided by registered professionals.
• Exposure to latest industry technologies and standards.
• Lastly, a work environment that rivals the very best!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.