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7 hours ago
EMERGENCY ASSIST 991
CALL CENTRE AGENT
Location: Botswana
CALL CENTRE AGENT
Location: Botswana
MAIN PURPOSE
To provide efficient and professional Call Centre services by handling client enquiries, coordinating service requests, promoting company products and services, and delivering excellent customer service while ensuring accurate record keeping and compliance with company procedures.
Job Summary
- Type: full-time
- Location: Gaborone
- Category: Customer Service
- Closing Date: 2026-07-10
Key Responsibilities
- Answer inbound calls promptly and professionally, obtain and verify accurate client information, conduct client interviews to determine service requirements, provide accurate information on company products and services, maintain excellent telephone etiquette, and escalate complex enquiries to the appropriate personnel where necessary.
- Build and maintain strong customer relationships through professional and courteous engagement, provide clear and accurate product information, handle customer objections professionally, follow up on leads and quotations within agreed timelines, and deliver exceptional customer experiences.
- Respond promptly and professionally to client enquiries, conduct follow-up calls to confirm service delivery and customer satisfaction, resolve customer queries efficiently, and build lasting customer relationships.
- Compile daily operational reports, maintain complete and accurate client records, ensure all documentation is completed within required timelines, and support accurate reporting and record management.
- Support daily Call Centre operations, provide relief during staff shortages or high call volumes, maintain an organised work environment, and work flexible shifts within a 24-hour operational environment.
- Adhere to company policies, Standard Operating Procedures (SOPs) and quality standards, ensure the accuracy and confidentiality of client information, and comply with all applicable regulatory and organisational requirements.
Requirements
- Certificate in Customer Care or a related field.
- Minimum of 1-2 years’ experience in a Call Centre or Customer Service environment.
- Computer literacy with proficiency in Microsoft Office and Call Centre Management Systems.
How to Apply
Interested candidates who meet the minimum requirements should submit their updated CV, certified copies of their academic certificates, relevant professional certificates (where applicable), and certified copy of their Omang/ID via email to: recruitment@ea991.co.bw
CLOSING DATE: 10 July 2026
Note: Only shortlisted candidates will be contacted.
About the Company
Emergency Assist 991 is a leading provider of comprehensive emergency and security services operating across Botswana. Headquartered in Gaborone, the company delivers critical support including rapid medical emergency response, reliable roadside assistance, and professional security solutions. They are committed to ensuring safety and peace of mind for individuals and businesses throughout the country. With a focus on timely and efficient service delivery, Emergency Assist 991 plays a vital role in enhancing emergency preparedness in Botswana.
Your Partner in Emergency and Security Services in Botswana.
Frequently Asked Questions
What qualifications or education are typically required for a Call Centre Agent role in Botswana, especially for an emergency assistance line?
Generally, a BGCSE (Botswana General Certificate of Secondary Education) or equivalent is a minimum requirement. Employers often look for strong communication skills, basic computer literacy, and a calm demeanor over advanced academic qualifications for this demanding position.
What are the common day-to-day responsibilities of a Call Centre Agent for an emergency assistance service like 991?
Your primary role involves receiving incoming calls from distressed clients, accurately assessing their emergency needs, and dispatching appropriate assistance swiftly. This also includes documenting interactions precisely, maintaining confidentiality, and following up on ongoing incidents to ensure resolution.
What is the typical work culture and what are the expectations for Call Centre Agents in Botswana, particularly in an emergency service?
Expect a fast-paced, often high-pressure environment focused on efficiency, empathy, and quick decision-making. Punctuality, reliability, and maintaining a professional demeanor under stress are highly valued in the Botswana work culture for such critical and sensitive roles.
What are the realistic career progression or growth paths for a Call Centre Agent in Botswana?
Many agents progress to supervisory roles within the call centre, becoming team leaders or quality assurance specialists after gaining experience. Opportunities might also arise in training, customer relations management, or other administrative positions within the broader organization.
What kind of typical benefits can a Call Centre Agent expect in Botswana, such as leave, medical aid, or pension?
Standard benefits usually include annual leave and contributions to the Botswana Public Officers Pension Fund or a similar private pension scheme. Some employers, especially larger ones in critical services, may offer medical aid contributions and other allowances.
How should a job seeker in Botswana apply for this role, and what do employers typically look for during the hiring process?
Applications usually require a detailed CV and a strong cover letter, often submitted via email or an online portal specified in the job advert. Employers in Botswana seek candidates with excellent Setswana and English communication skills, problem-solving abilities, and a proven capacity to handle stressful situations calmly and professionally.