CLIENT RELATIONS MANAGER

Orange invites candidates who wish to be part of a dynamic workforce to apply for the following position:

CLIENT RELATIONS MANAGER

Reporting to the Director - CRM, the incumbent will be responsible for quality control with all back office activities and associated reporting on activations, playing an integral part in the complaints management process as well as overseeing and managing the overall customer journey/experience for both existing and new customers.

Requirements

The main duties include but are not limited to:

• Managing client relations units (Retentions, Cops and Activations) to ensure high quality work at all times and ensuring set KPIs and standards are met.
• Ensuring the understanding of challenges and goals as well as reviewing processes, policies and improving employee engagement across board by setting up a strategic planning on Cops Transition, Activations and Retentions.
• Identifying process gaps for all the Back Office units, conduct root cause analysis on KPIs and monitoring progress against set benchmarks and metrics.
• Coordinating relationships with both internal and external stakeholders.
• Developing initiatives for newly registered post-paid clients on complete understanding of their contracts.
• Assisting the complaints team in responding to escalated and complex customer complaints and inquiries regarding orange products and services.
• Compiling and submitting weekly and monthly reports such as the Quality Assurance Report for corporate (contacts for error rates) and reports related to the contribution to the IBR (Orange money tracker, SIM replacement for monitoring TAT)
• Identifying service opportunities by attending other support department core meetings
• Liaising with external stakeholders on complaints escalated to regulators.
• Supporting Orange Money activity on Quality assurance and file management of\ received applications
• Monitoring quality, accuracy and efficiency of own and team achievements in order to set key actions for errors to measure functional impact.
• Identifying process gaps and roots cause analysis for process improvement and KPIs reviews.
• Engaging systems processes support for review and formulation of identified processes for back office units

Qualifications and experience:

• Bachelor’s Degree in business administration/management related field
• 5-8 years’ experience in handling back office functions in service industry preferably telecoms

Skills:

• Excellent leadership skills
• Proven ability to manage teams and handle all operational aspects of back office activities
• Excellent interpersonal skills (team player who generates enthusiasm and builds effective working relationships)
• Very good attention to detail
• Ability to deliver successfully under pressure
• Very good planning and organizing skills
• High experience of working in a service industry preferably in Telecoms
• Fluency in languages – Setswana and English

Closing date and application instructions

Interested candidates who meet the minimum requirements can submit their updated CV and certified copies of their academic certificates to jobsbw.OBW@orange.com before the 8th of April.

The subject window on email should only contain the title of the position being applied for.

Kindly note, that Orange Botswana shall only correspond to short - listed candidates.