ORANGE JOBS - REPORTING & CAMPAIGN EXECUTIVE

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

Reporting to the Call Centre Manager, the successful candidate will ensure optimal utilization of the CTI & CRM by all End-Users. Directly manage all outbound campaigns as may be required to support the company’s strategic direction.

The main duties include but are not limited to:

• Provide Business administration support for CTI & CRM application (i.e. creating Users, defining service requests & generating CTI & CRM reports).
• Design / plan / organize and delivery outbound campaigns within the defined turn-around-time (i.e. surveys, telesales / marketing…)
• Manage performance of the Outbound Team.
• Reporting for outbound activities.
• Minimize cost of Outbound function by ensuring efficient performance of the Team and delivery of the campaigns.
• Maximization of company revenues through such activities which will ensure that loyalty / retention of customer, i.e. up/cross selling of products & services.
• Ensure delivery of excellent outbound campaigns in line with defined standards.
• Ensure that customer issues escalated through outbound campaigns are effectively resolved.
• Define clear & specific service requests and ensure training thereof to ensure accurate qualification of customer issues.
• Segmentation for call routing & review / update of IVR automated services.
• Collect & provide customer feedback/ information to inform the business on customer opinion, by following qualitative feedback gathered through surveys conducted through inbound or outbound calling.

Knowledge and Skills:

• Designing / executing surveys and reporting tools.
• Proven ability to work in a high pressure environment.
• Proficient in operating Microsoft Office Suite (MS Word, MS Excel, MS PowerPoint).
• Ability to work with stakeholders such as technical support, marketing.
• Performance & Issues management.
• Matured- Ability to give honest feedback to stakeholders both internally & externally.
• Very good attention to details.
• Highly customer focused.
• Analytical, results oriented & problem-solving skills.
• Planning, organizing and execution of project skills.
• Ability to deliver successfully under pressure.
• Very good planning and organizing skills.

Qualifications and Experience:

• Bachelor’s degree, preferably in IT and/or Business.
• Minimum 3 years’ experience. At least 2 years’ experience in designing / executing campaigns / surveys and reporting in a business environment.

Closing date and application instructions

Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to:

jobsbw.obw@orange.com

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

Closing date: 30th November 2017

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