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3 hours ago
To deliver exceptional customer service at the branch level by assisting clients with insurance inquiries, policy administration, claims support, and general service requests. The role ensures a seamless customer experience, builds strong client relationships, and supports business growth through excellent service delivery.
Job Summary
- Type: full-time
- Location: Gaborone
- Category: Customer Service
- Closing Date: 2026-07-29
Key Responsibilities
- Provide professional, efficient, and courteous service to walk-in clients, and digital platform users.
- Assist customers with policy enquiries, premium payments, claims processing, and general insurance-related queries.
- Handle customer complaints promptly and escalate complex issues to ensure timely resolution.
- Process policy endorsements, and cancellations in line with company procedures.
- Maintain accurate data entry and recordkeeping of all customer transactions and details.
- Support customers with document submission and verification for policy-related matters.
- Identify cross-selling and upselling opportunities to promote insurance products and services.
- Ensure adherence to company policies, regulatory requirements, and service standards.
- Maintain accurate and confidential customer records in line with data protection regulations.
- Prepare and submit reports on customer service activities as required.
Requirements
- Bachelor’s Degree in Business, Insurance, or a related field (recommended).
- Professional certification in customer service or insurance will be an added advantage.
- Certificate of Proficiency in Long Term Insurance (CoP).
- 1-3 years’ experience in a customer service or client-facing role.
- Experience in insurance or financial services is an added advantage.
- Excellent communication and interpersonal skills
- Strong customer service orientation and problem-solving skills
- Ability to handle customer complaints effectively
- Good organisational and time management skills
- Attention to detail and accuracy
- Computer literacy (MS Office and customer systems)
- Ability to work under pressure in a fast-paced environment
How to Apply
Apply by email: vacancies@hollard.co.bw
About the Company
Hollard Botswana is a significant player in the country's financial services sector, specializing in comprehensive insurance solutions. Operating across Botswana, the company provides both short-term and long-term insurance products designed for individuals, businesses, and large corporations. As a subsidiary of the broader Hollard Insurance Group, it leverages international expertise while maintaining a strong focus on local market needs and challenges. Hollard Botswana is committed to offering security and peace of mind, contributing to the financial well-being and stability of Batswana through its diverse product offerings and community engagement initiatives. Its presence helps bolster the local economy and provides vital risk management services across the nation.
Hollard, Future Assured.
Frequently Asked Questions
What are the typical qualifications and educational background required for a Customer Service Consultant in Gaborone?
Employers in Botswana usually seek candidates with a BGCSE certificate or a relevant diploma in fields like Business Administration, Marketing, or Public Relations. Strong communication skills, both written and verbal in English and Setswana, are often highly valued. Prior experience in a customer-facing role is also a significant advantage.
What are the common day-to-day responsibilities of a Customer Service Consultant in Botswana?
A Customer Service Consultant typically handles client inquiries and resolves issues via various channels, including phone, email, and in-person at the Gaborone office. This involves providing accurate information about products or services, processing requests, and maintaining detailed records of customer interactions. Consultants are also expected to uphold service standards and contribute to a positive customer experience.
What can I expect regarding local work culture and professional expectations in a customer service role in Botswana?
The work culture in Botswana often values professionalism, punctuality, and a respectful demeanor towards both colleagues and clients. Building good relationships and demonstrating strong work ethic are important for success in customer service. You will be expected to be proactive, adaptable, and maintain a positive attitude under pressure.
What are the realistic career progression opportunities for a Customer Service Consultant in Botswana?
A Customer Service Consultant can realistically progress into roles such as Senior Customer Service Consultant, Team Leader, or Supervisor within the department. With further experience and skill development, opportunities may arise in areas like sales, marketing, or even operations management. Continuous learning and a strong performance record are key to advancing your career path.
What typical benefits package can a Customer Service Consultant expect from a reputable employer in Botswana?
Reputable employers in Botswana often provide a comprehensive benefits package, which commonly includes paid annual leave, sick leave, and compassionate leave. Medical aid contributions and a pension fund scheme are also standard offerings to ensure employee well-being and future security. The specific details of benefits can vary, so it's always advisable to confirm during the interview process.