TASKS:

• Coordinate resident access and appointment scheduling across allocated MDU sites in line with program priorities, installation plans and customer readiness status.

• Book, confirm and update customer appointments using approved scheduling systems, the customer booking portal, trackers and workflows.

• Contact residents and relevant stakeholders to confirm availability, access arrangements, appointment requirements and attendance expectations.

• Issue appointment reminders, readiness checks and pre-visit communications to support successful attendance and reduce preventable no-shows or access failures.

• Monitor customer booking portal activity to ensure bookings are progressing as expected and identify exceptions, failures, duplicate bookings, incomplete requests or other outliers requiring manual review.

• Manage reschedules, cancellations and appointment changes in a timely and professional manner, ensuring all affected parties are updated.

• Coordinate closely with installers, field teams, delivery coordinators and internal stakeholders to align appointment timing with operational capacity and site conditions.

• Maintain accurate records of scheduled appointments, customer interactions, portal activity, confirmations, changes, outcomes and follow-up actions in approved systems.

• Monitor daily and forward appointment activity to identify booking conflicts, missed appointments, access issues, readiness gaps or emerging delivery risks.

• Escalate missed appointments, repeated reschedules, customer risks, access constraints, portal exceptions or scheduling conflicts to the appropriate manager or team for action.

• Support the preparation of appointment reports, status updates, action lists and scheduling summaries as required.

• Work collaboratively with engagement, communications, delivery and customer support teams to ensure the customer journey is coordinated and well managed.

• Contribute to continuous improvement by identifying recurring scheduling issues, portal failure points or process improvements that would improve customer readiness and installation success.

REQUIREMENTS:

• Bachelor's degree in Business Administration or any related field.

• Experience in scheduling, appointment coordination, customer service, administration, project support, or a similar operational role.

• Proven experience managing appointments, bookings, and customer scheduling activities.

• Strong customer service and communication skills, including handling calls, confirmations, rescheduling, and follow-ups.

• Proficient in Microsoft Office, CRM platforms, scheduling tools, and workflow systems.

• Ability to manage multiple priorities and adapt to changing schedules and customer needs.

• Experience coordinating with field teams or operational stakeholders is an advantage.

• Background in telecommunications, utilities, infrastructure, property, or service delivery is an advantage.

• Familiarity with digital booking systems, online customer portals, and workflow tools is an advantage.