Client Relations Assistant-Back Office
Responsible for handling Orange Botswana customer complaints, providing appropriate solutions according to defined quality standards. This includes the execution of service level agreements, and use of tools as required to capture, analyse and report accurately. The ideal candidate will be an ardent team player with excellent customer service and people skills.
The main duties include but are not limited to:
- Effective management of customer complaints escalated from all channels verbally, written and through any Customer Management channel.
- Assist with implementation of measures to improve customer journey and ensure reduction of complaints as a result of pre and post sales inefficiencies demonstrated by agreed KPIs.
- Improve third party relationship through continuous engagement and effective feedback to our Partners and Consumer protection agencies.
- To be the OWNER of all OBW Customer Issues irrespective of where and how they arise – clear focus on all complaints on a daily basis.
- Effective and timely resolution of all customer issues as per SLA agreed with customers.
- Issuance of reference number to customers who have complained through any channel or referred by any unit.
- Handle request for contract termination and implement pro-active actions aiming at customer satisfaction and retention by receiving, recording and confirming to the customer, the incoming request for termination.
- Analyse the customer payment behaviour and the overall value, according to the company policy in order to determine the most appropriate retention offer where applicable.
- Alerting the sales team to opportunities for further sales within key clients.
- Escalating and resolving areas of concern as raised by clients.
Skills:
Comprehensive knowledge of:
- Computer literacy
- Proficiency in oral & written communication (both in English and Local Language)
- Analytical skills (Billing interpretation)
- Business Orientation
- Customer Orientation
- Interpersonal skills
- Organizational skills
- Patience
- Time Management skills
- Conflict & Problem-Solving skills
Qualifications and Experience:
- Degree in Business /Communications related courses
- Minimum experience: 1-year experience in Customer Service or related operation.
- Training on the telecommunications industry
- Key Account Management
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
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