JOB SUMMARY
The Contact Centre Specialist ensures that Mascom has optimal resources, infrastructure and systems to support the achievement of exceptional customer experience through the contact centre.
Division: Consumer Business
Location: Gaborone, Botswana
Education: Bachelor’s degree or equivalent - Preferable in Business Management.
Closing Date: 12th August 2021
Key Performance Areas
-
-
- Contact Center Management
- Customer Experience
- Customer Support Management
- Analytics and Reporting
- Training Support
- Partnership and Collaboration
- Team Management
- Project Management
- Quality, Safety and Environment Management
-
Qualifications
-
- Bachelor’s degree or equivalent – Preferable in Business Management.
Key Competencies
-
- Customer Relationship Management
- Service Delivery Management
SLA Management - Escalation Management
- Customer Service Metrics and Analytics
- Product and Services Knowledge
- Contract Management
- Vendor Management
- Customer Database Management
- Complaint Management
- Customer Query and Request Fulfilment
Contact Centre Experience - Project Management
- Problem Solving and Analytical Thinking
- Commercial Acumen and Organizational Awareness
- Customer Orientation and Stakeholder Management
- Initiative and Drive
- Self-Discipline and Resilience
- Communication
- Conflict Resolution/ Management
- Diversity and Inclusion
- Stress Management
- Teamwork/ Collaboration
- Supervision and Delegation
Experience
-
-
- Overall, 3-4 years’ experience in a business operating in a service environment
- Experience in call center environments will be advantageous (both inbound and outbound)
-
If you meet the above requirements please send your cover letter, CV and certified copies of academic certificates to recruitment@mascom.bw.
Kindly note that we do not accept hand delivered applications and will only get in contact with shortlisted candidates.