Client Relations Assistant – Back Office – ORANGE BOTSWANA

Position: Client Relations Assistant – Back Office

Location: Gaborone, Botswana
Department: Client Relationship Management
Reports to: Back Office Coordinator
Closing Date: 04 March 2025

Overview

Orange Botswana is seeking a highly organized and detail-oriented professional to support the Client Relationship Management team. The role focuses on ensuring high-quality service delivery, monitoring quality assurance processes, and maintaining compliance with company policies and industry regulations.

Key Responsibilities

• Coordinate activities to meet quality standards and service level agreements (SLAs).

• Monitor and advise on quality management system performance, including data analysis and reporting.

• Ensure accurate provisioning of SIMs and devices in line with customer products/promotions.

• Liaise with stakeholders for effective quality system functioning.

• Provide process improvement recommendations and conduct training when necessary.

• Monitor and mitigate risks in customer service operations.

• Ensure compliance with company policies, industry regulations, and quality standards.

• Process activations, deactivations, service modifications, and renewals.

• Verify customer paperwork and liaise with Account Managers for missing documents.

• Conduct credit assessments and ensure accurate documentation.

• Maintain data consistency between contracts and billing systems.

• Test 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 archiving.

Requirements and Skills

Knowledge of:

• Microsoft Office Suite (Word, Excel, PowerPoint, Access)

• Business and customer orientation

• Organizational and time management

• Handling complex customer interactions

Proven Skills:

• Strong attention to detail and process orientation

• Excellent interpersonal and relationship-building skills

• Ability to work under pressure and meet deadlines

• Effective verbal and written communication in English and local language

• Proactive problem-solving and conflict resolution

Qualifications and Experience

• Degree in Business or related field

• Minimum 1 year of experience in quality assurance, customer service, or a related field

• Experience in corrective action program implementation is an advantage

How to Apply

• Submit your application, updated CV, and certified academic certificates to: jobsbw.obw@orange.com

• Email subject should only contain the title of the position

• Closing Date: 04 March 2025

• Only shortlisted candidates will be contacted for interviews