Location: Gaborone, Botswana
Department: Client Relationship Management
Supervisor: Client Relations Lead
Closing Date: 04 March 2025
Overview
Orange Botswana is looking for a Client Relations Assistant to manage customer complaints and provide appropriate solutions in alignment with quality standards and service level agreements. The ideal candidate must be a team player with excellent customer service skills, a proactive approach to problem-solving, and a strong ability to communicate with clients and stakeholders.
Responsibilities
-Handle customer complaints escalated from all channels, including verbal, written, and digital platforms.
-Ensure efficient execution of service level agreements.
-Implement measures to improve customer experiences and reduce complaints.
-Strengthen relationships with third-party service providers and consumer protection agencies.
-Own and manage all Orange Botswana customer issues, ensuring daily resolution.
-Ensure timely resolution of customer issues in line with agreed SLAs.
-Provide reference numbers to customers for complaint tracking.
-Process contract termination requests while implementing proactive retention strategies.
-Analyze customer payment behavior and offer retention solutions where applicable.
-Alert the sales team to upselling or cross-selling opportunities with key clients.
-Escalate concerns raised by clients and provide resolutions in a timely manner.
Requirements and Skills
Comprehensive Knowledge of:
- Computer literacy and proficiency in Microsoft Office Suite.
- Business and customer orientation.
- Strong analytical skills, including billing interpretation.
- Effective communication skills in both English and local language.
- Strong organizational and time management skills.
Proven Skills:
- Ability to work under pressure and meet deadlines.
- Strong conflict resolution and problem-solving skills.
- Excellent written and verbal communication skills.
- Customer-focused mindset and high level of professionalism.
- Attention to detail and proactive approach to handling complaints.
Qualifications and Experience
- Degree in Business, Communications, or a related field.
- Minimum of 1 year of experience in customer service or a related field.
- Knowledge of the telecommunications industry is an added advantage.
- Experience in key account management is beneficial.
How to Apply
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