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17 hours ago
Direct BPO is a global business process outsource company based in Gaborone, Botswana. We have been operating since 2018 and are currently recruiting for the below mentioned vacancy:
Job Summary
- Employer: Direct BPO
- Job Type: Full-time
- Location: Gaborone, Botswana
- Category: Customer Service
- Closing Date: 2026-10-12
Key Responsibilities
- Handle customers across different platforms – Social Media, Email, Live Chat and Telephony.
- Resolve/respond to customers queries taking ownership of customer service issues to ensure resolution.
- Comply with set customer service standards, company/client policies and procedures to ensure customer confidence, satisfaction and loyalty.
- Achieve individual revenue and/or customer service targets to support delivery of team targets.
- Maintain in depth knowledge of systems, policies, procedures and products and services.
- Take initiative to continuously enhance technical skills.
Requirements
- A Minimum of BGCSE/ tertiary certificate in any field, preferably business related.
- Must be proficient in Microsoft office suite.
- At least 1 year experience in a Contact Centre or Customer Service environment.
- Must be fluent in both Setswana and English.
How to Apply
Apply by email: recruitment@directbpo.co.bw
Address: Human Resources Business Partner, Direct BPO, P/Bag 419, Gaborone
Address: Human Resources Business Partner, Direct BPO, P/Bag 419, Gaborone
REF Code: 001/26
Frequently Asked Questions
What qualifications do I need to become a Customer Service Agent at Direct BPO in Botswana?
Most employers require a minimum of BGCSE or equivalent, with strong English communication skills being essential. A certificate in customer service or business administration is advantageous but not always mandatory. Computer literacy and proficiency in common office software are typically expected.
What does a typical day look like for a Customer Service Agent in Botswana's BPO sector?
You will handle inbound and outbound calls, respond to customer inquiries via email or chat, and resolve complaints following established protocols. Shift work is common, including early mornings, late evenings, or weekends to serve international clients in different time zones. Performance is usually measured through call quality scores and customer satisfaction ratings.
How is the work culture different in Botswana's BPO industry compared to other local sectors?
BPO workplaces tend to be fast-paced and metric-driven, with stricter adherence to schedules and monitoring than traditional Botswana office environments. Punctuality and attendance are heavily emphasized due to client service level agreements. However, many centers foster team-oriented cultures with regular coaching and performance feedback sessions.
What career progression opportunities exist for Customer Service Agents in Botswana?
Agents can advance to team lead or supervisor roles within 1-3 years based on performance and leadership potential. Further progression includes quality assurance specialist, trainer, or operations manager positions. Some agents transition to specialized departments like workforce management or client account management.
What benefits are typically offered to Customer Service Agents in Botswana?
Benefits vary by employer but commonly include paid annual leave, sick leave, and public holiday observance. Larger BPO firms may offer medical aid contributions and pension scheme enrollment after a probationary period. Transport allowances or shuttle services are sometimes provided for night shift workers.
How should I apply for a Customer Service Agent position, and what do Botswana employers prioritize in candidates?
Apply through company career portals, local job boards like BrighterMonday Botswana, or recruitment agencies specializing in BPO placements. Employers prioritize clear verbal communication, problem-solving ability, and a professional telephone manner during assessments. Demonstrating reliability, flexibility with shifts, and genuine customer focus during interviews significantly improves your chances.
