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

Closing Date: 04 March 2025
Published Date: 18 February 2025

Only shortlisted candidates will be contacted for an interview.
Orange Botswana reserves the right not to appoint any candidate for this position.