Organization Name: Botswana Examinations Council (BEC)
Responsible for responding to calls, emails, SMS etc. received from external stakeholders requiring information or clarifications on any service provided by BEC in general.
Key Responsibilities
- Answer courteously all inbound calls from general public and other external stakeholders
- Check inquiries from external stakeholders who prefer to contact BEC through the Internet (e-mails), text messages, or other electronic medium
- Respond to all stakeholder inquiries, questions, etc. by providing a first level response
- Refer to scripted answers for frequently asked questions in order to provide an appropriate response
- Log in the details of the inquirer and the nature of the inquiries; keep records of all conversations organised
- Coordinate and escalate the inquiry to the relevant officer in the organisation if an appropriate response cannot be provided at own level
- Make arrangements to call the stakeholder back whenever adequate information have been received
- Provide external stakeholders with all the necessary information to meet their needs
- Conduct telephone surveys as instructed by the Head, and on behalf of relevant departments in BEC, in order to assess stakeholder perceptions and satisfactions with the services provided by BEC
- Proactively anticipate and implement alternative ways to meet commitments when unexpected events, unplanned actions, or contingencies arise
- Continuously seek to improve own skills and competency in order to effectively undertake the duties of the post
- Provide any other administrative and clerical assistance as may be required
Requirements
- At least a Certificate in Administration, Business, Education or any other relevant field from a recognised institution.
- A Diploma will be an added advantage.
- If Certificate: At least two (2) years of relevant experience.
- If Diploma: No prior work experience required.
- Communication and interpersonal
- Customer care and service
- Telephone etiquette
- Organising and office management
- Record-keeping
How to Apply
Submit your cover letter, updated curriculum vitae with three (3) traceable referees, certified copies of Omang and academic certificates to recruitment@bec.co.bw. Address applications to: The Director Human Capital, Botswana Examinations Council, Private Bag 0070, Gaborone. Indicate the position you are applying for in the subject of the email. Only shortlisted candidates will be contacted. Applications with incomplete documentation or received after the closing date will not be considered.