Applicants are invited from suitably qualified employees for the position of Service Consultant – Contact Centre tenable in Gaborone.

Reporting to the Service Supervisor – Contact Centre, the role answers and resolves queries for clients who contact BLIL via the call centre number.  It’s also responsible for identifying and resolving inbound customer inquiries in line with call centre objectives and in ways that consistently promote -service quality and customer delight.

• Identify and handle inbound customer inquiries completely and accurately within expected operational guideline standards. (Average handling time, hold time, average waiting times, schedule adherence)

• Resolve customer complaints to the satisfaction of the customer.

• Process claims (Cash back, encashment /amendments)

• Follow up on client payments (refunds, claims, surrenders and Maturities)

• Retain and Cross-sell to customers by using customer service skills to meet customer needs and satisfaction

• Educate customers on BLIL products and services.

• Apply and adhere to BLIL customer service policies and procedures.

• Capture and update data, by documenting all call information according to standard operating procedures, in the systems.

• Make outbound calls and collect and /or communicate information to clients as per the project mandate.

• Assist with outbound call campaigns and leads qualifications such as ‘Welcome Calls’, when necessary

• Assist with replying to client e-mails, whatsapps, faxes and letters, when necessary.

• Suggest process, products, services and technologies improvements in the call centre.

• Problem solving and analytical skills.

• Computer skills including accurate keyboarding skills.

• Basic numerical ability

• Customer-orientated attitude

• Attention to detail.

• Good telephone manner with a clear speaking voice

• Ability to organize and communicate information clearly.

• At least 2 years Customer Service environment

• At least 2 years relevant service industry experience

• Degree in Business Management or related

• COP will be an added advantage

The company offers an attractive remuneration package with benefits.