About Company
Mascom Wireless Botswana is a leading telecommunications company in Botswana, connecting millions of customers across the nation. Since our inception, we’ve been at the forefront of innovation, providing reliable mobile and data services that empower individuals and businesses. Our commitment extends beyond technology; we are deeply invested in the communities we serve, striving to enhance lives through accessible communication and robust support. At Mascom, we believe our people are our greatest asset, and we foster an inclusive, dynamic work environment where growth and learning are paramount. Join us in shaping the future of connectivity in Botswana.
Job Description
Are you passionate about helping people and eager to kickstart your career in a dynamic environment? Mascom Wireless Botswana is seeking enthusiastic and dedicated individuals to join our team as an Entry Level Customer Support Agent. This full-time position is perfect for someone who loves to solve problems, communicate effectively, and provide exceptional service. You will be the first point of contact for our valued customers, assisting them with inquiries, resolving issues, and ensuring a positive experience with Mascom. No prior experience in customer support is necessary; we are committed to providing comprehensive training to equip you with all the knowledge and skills needed to succeed. This role offers a unique opportunity to learn the intricacies of the telecommunications industry, develop crucial professional skills, and grow within a leading company. If you’re a quick learner, possess a positive attitude, and are ready to embark on a rewarding career path, we encourage you to apply. You will play a vital role in upholding our reputation for excellent customer service and contributing to the overall satisfaction of our diverse customer base. Join a team where your contributions are valued, and your career development is supported.
Key Responsibilities
- Handle inbound customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information regarding Mascom products, services, and promotions.
- Troubleshoot and resolve customer issues, ranging from billing discrepancies to network connectivity problems.
- Escalate complex issues to appropriate departments for resolution, ensuring proper follow-up.
- Maintain detailed and accurate records of customer interactions and transactions.
- Educate customers on self-service options and best practices for using Mascom services.
- Identify opportunities to enhance the customer experience and contribute to service improvement initiatives.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development programs to enhance product knowledge and service skills.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills with a patient and empathetic approach.
- Basic computer literacy and proficiency in using standard office software (e.g., Microsoft Office Suite).
- Ability to learn new systems and processes quickly.
- Strong problem-solving abilities and a proactive attitude.
- High school diploma or equivalent.
- Ability to work effectively in a fast-paced team environment.
- Reliability and a strong work ethic.
Preferred Qualifications
- Previous experience in a customer-facing role (e.g., retail, hospitality) is a plus.
- Familiarity with telecommunications products and services.
- Proficiency in Setswana or other local languages.
- A relevant diploma or certificate in customer service, business administration, or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Extensive initial and ongoing professional development and training programs.
- Opportunities for career advancement within a leading telecommunications company.
- A supportive and collaborative work environment.
- Employee discounts on Mascom products and services.
- Paid time off and holidays.
- Modern office facilities in Gaborone.
How to Apply
Interested candidates are invited to click on the application link below to submit their application. Please ensure your CV is up-to-date and highlights your communication skills and enthusiasm for customer service. We look forward to reviewing your application.