Location: Gaborone, Botswana
Department: Client Relationship Management
Supervisor: Back Office Coordinator
Closing Date: 04 March 2025
Overview
Orange Botswana is seeking a highly organized and detail-oriented Client Relations Assistant – Back Office to ensure the highest quality standards for our products and services. This role is responsible for monitoring quality assurance processes, achieving defined standards, and ensuring service delivery within agreed SLA timelines.
Responsibilities
-Coordinate activities to meet quality standards and service level agreements.
-Monitor and advise on the performance of the quality management system, including data analysis and reporting.
-Ensure accurate provisioning of SIMs and devices in line with the correct customer product and/or promotion.
-Liaise with stakeholders to ensure effective functioning of the quality management system.
-Provide recommendations on process improvements and conduct training when necessary.
-Monitor and mitigate risks related to customer service operations.
-Ensure compliance with company policies, industry regulations, and quality standards.
-Process new activations, deactivations, service modifications, and customer renewals.
-Verify customer paperwork and liaise with Account Managers for any missing documents.
-Conduct credit assessments and ensure all documentation is checked for accuracy.
-Maintain consistency of data between customer contracts and billing systems.
-Perform testing of new offers to ensure correct provisioning.
-Detect and report fraudulent contracts or activities.
-Ensure compliance with the Data Protection Act when handling customer information.
-Conduct quality checks on Orange Money forms before electronic archiving.
Requirements and Skills
Comprehensive Knowledge of:
- Computer literacy and Microsoft Office Suite (Word, Excel, PowerPoint, Access).
- Business and customer orientation.
- Organizational and time management skills.
- Patience and ability to handle complex customer interactions.
Proven Skills:
- Strong attention to detail and process orientation.
- Excellent interpersonal skills and ability to build strong working relationships.
- Ability to work under pressure and meet tight deadlines.
- Effective verbal and written communication skills in both English and local language.
- Proactive problem-solving and conflict resolution skills.
Qualifications and Experience
- Degree in Business or a related field.
- Minimum of 1 year of experience in quality assurance, customer service, or a related field.
- Experience in corrective action program implementation is an advantage.
Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: jobsbw.obw@orange.com
The subject window on email should only contain the title of the position being applied for.
Closing Date: 04 March 2025
Only selected candidates will be contacted for interview