Main Purpose of the Job
Reporting to the Call Centre Team Leader, the Call Centre Agent will be responsible for responding to inbound calls and making outbound calls where required.
Key Performance Areas
• Handling inbound and outbound customer calls, identifying customer needs, registering and capturing call details into the system.
• Providing the customer with appropriate responses, resolutions, or recommendations, and escalating unresolved problems to the Call Centre Team Leader/Supervisor.
• Generating sales leads through telemarketing and selling additional products and services.
• Monitoring and tracking progress on outstanding customer issues to ensure timely resolution.
• Dispatching messages to relevant sections and maintaining effective relationships with key stakeholders to ensure timely service delivery.
• Recording call details and updating computerized data systems, ensuring accurate record-keeping for incoming and outgoing fax or email messages.
• Maintaining high levels of confidentiality to avoid compromising data or client records.
• Complying with procedures, principles, and requirements within the Call Centre operation.
Job Requirements & Experience
• BGCSE or Business Qualification at Certificate or Diploma Level.
• Proficiency in both spoken and written Setswana and English.
• Customer service certificate will be an advantage.
• Experience in customer service and business development.
• 1 year of experience in a contact centre and/or front desk environment.
Key Competencies & Skills
• Excellent communication skills.
• Good command of both English and Setswana.
• Customer-focused.
• Sales acumen skills.
• Self-motivated and a team player.
• Computer literate.
Application Instructions:
Applications should include a cover letter, resume, and certified certificates. Send them to:
Human Resources Business Partner
Email: recruitment@mri.co.bw
Note: Only shortlisted candidates will be responded to.