Wholesale NGA Coordinator (Telecom)

Location: Athens, Attiki, Greece; hybrid work with the option to work up to 20 days from abroad

Company

Fiber2All is a wholly owned hirify.global subsidiary focused on deploying fiber-optic connectivity and developing commercial telecommunications propositions in Greece.

What you will do

• Manage the full lifecycle of Next Generation Access service orders in CRM and Siebel platforms.
• Respond to ISP inquiries, disputes, and complaints while documenting interactions and closing cases within agreed SLAs.
• Own escalated and complex cases, analyse root causes, and coordinate timely resolutions with internal teams and external partners.
• Monitor queues, dashboards, order accuracy, resolution times, SLA compliance, and customer satisfaction KPIs.
• Collaborate with cross-functional teams to streamline workflows and improve customer experience.
• Maintain accurate records, support regulatory reporting, and identify opportunities for process automation and efficiency improvements.

Requirements

• 1–2 years of experience in a service-related role, preferably in telecommunications.
• Experience with key service-handling systems, preferably CRM/Siebel and telecom service activation.
• Comfort working with performance dashboards, SLAs, and KPIs.
• Problem-solving and critical-thinking skills with strong attention to detail.
• Good communication skills and a customer-centric approach.
• Ability to collaborate effectively while also working autonomously.

Nice to have

• A degree in Business, IT, or a related field.
• Telecommunications service experience.

Culture & Benefits

• Hybrid working arrangement with limited overseas work flexibility.
• Private health and medical insurance.
• Unlimited access to learning resources and training.
• Sixteen weeks of fully paid parental leave for all employees.
• Additional Fiber2All, Family, and Volunteering Days, plus quarterly personal development time.
• Office amenities and employee discounts.