About Company
Mascom Wireless Botswana, established in 1998, has grown to become a leading mobile network operator in Botswana, celebrated for its pioneering spirit and unwavering commitment to connecting communities. With a vast network infrastructure spanning urban and rural areas, Mascom empowers millions of Batswana with reliable mobile communication, high-speed data services, and innovative digital solutions. Our mission is to enhance lives through accessible and cutting-edge technology, fostering economic growth and social development across the nation. We pride ourselves on our customer-centric approach, investing continuously in technology and talent to deliver unparalleled service quality and a seamless user experience. Joining Mascom means becoming part of a dynamic team dedicated to pushing boundaries, embracing innovation, and making a tangible impact on the digital landscape of Botswana. We foster a culture of respect, integrity, and continuous learning, valuing diversity and collaboration to achieve our shared goals. We believe in empowering our employees and providing them with the tools and environment to excel, making Mascom a vibrant and rewarding place to build a career.
Job Description
Are you a natural problem-solver with a genuine passion for helping people? Do you thrive in a dynamic, remote environment and excel at providing exceptional service? Mascom Wireless Botswana is seeking a dedicated and enthusiastic Remote Customer Support Specialist to join our growing team. This is a full-time position offering a flexible schedule, allowing you to manage your work-life balance effectively while contributing significantly to our customer satisfaction goals. As a Remote Customer Support Specialist, you will be the first point of contact for our valued customers, providing friendly, efficient, and accurate assistance across various communication channels, including phone, email, and live chat. Your primary objective will be to resolve inquiries, troubleshoot technical issues related to mobile services, data connectivity, and value-added products, guide customers through our service offerings, and ensure every interaction leaves a positive and lasting impression. This role demands excellent verbal and written communication skills, a deep understanding of customer needs, and the ability to navigate digital tools and CRM systems with ease. You’ll be empowered to make decisions, resolve complex problems, and escalate issues when necessary, all while working independently from your home office. We are looking for individuals who are self-motivated, highly organized, possess a strong sense of empathy, and are committed to upholding Mascom’s reputation for outstanding customer care, even from a distance. If you’re ready to embrace the future of work and become an integral part of Botswana’s leading telecommunications provider, contributing to a team that values innovation and customer success, we encourage you to apply.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Diagnose and resolve technical issues related to mobile services, network connectivity, and billing.
- Provide comprehensive information about Mascom products and services.
- Accurately document all customer interactions and resolutions in the CRM system.
- Escalate complex issues to senior support or other departments when necessary, ensuring timely follow-up.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Identify opportunities to improve customer experience and contribute to team knowledge sharing.
- Adhere to company policies and procedures, including data privacy and security guidelines.
- Manage time effectively to meet service level agreements (SLAs) and productivity targets.
Required Skills
- Minimum of 1 year experience in a customer service or support role.
- Exceptional verbal and written communication skills in English.
- Proficiency in using CRM software and other customer service tools.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and manage time effectively in a remote setting.
- High level of empathy and a customer-centric approach.
- Reliable high-speed internet connection and a dedicated quiet home workspace.
- Technical aptitude to understand and troubleshoot mobile and data services.
Preferred Qualifications
- Previous experience in a remote customer support role.
- Familiarity with the telecommunications industry in Botswana.
- Proficiency in Setswana or other local languages.
- Experience with Zendesk, Salesforce Service Cloud, or similar platforms.
- A diploma or degree in a related field (e.g., Business Administration, IT, Communications).
Perks & Benefits
- Competitive salary package.
- Flexible working hours to promote work-life balance.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth.
- Access to a supportive and collaborative remote team environment.
- Company-provided equipment for your home office setup.
- Contribution to a leading telecommunications company in Botswana.
- Employee discounts on Mascom products and services.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your relevant experience and skills for a remote customer support role, particularly any experience with telecommunications or virtual work environments. We look forward to reviewing your application!