Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

An exciting opportunity exists for two Receptionists to join our team.

The successful candidates will be based in Gaborone and Francistown respectively.

Reporting to the Customer Experience Lead, the Receptionist or serves as the first point of contact for customers and visitors, managing the switchboard, providing professional reception and administrative support.
The role is also responsible for managing customer feedback through NPS surveys, coordinating the logging and resolution of customer complaints, and generating quality sales leads through customer interactions.
By ensuring excellent customer service, timely complaint resolution, and the identification of business opportunities, the role contributes to improved customer satisfaction, loyalty, and business growth.

 Reception and Front Office Management

• Welcome and assist visitors, clients, and stakeholders in a professional manner.

• Manage incoming calls, emails, and customer enquiries.

• Direct customers to the appropriate departments and individuals.

• Maintain the reception area to ensure a professional and welcoming environment.

• Manage mail and visitor registers.

• Provide administrative support as required.

Voice of the Customer (Net Promoter Score (NPS) and Net Effort Score (NES) Management)

• Conduct NPS & NES surveys with customers & brokers through approved channels.

• Capture and record customer feedback accurately and timeously.

• Monitor NPS & NES response rates and follow up with customers where necessary.

• Escalate detractor feedback to relevant departments for resolution.

• Prepare and submit NPS reports and trends to management.

• Assist in implementing initiatives aimed at improving customer satisfaction and loyalty.

Complaints Management

• Receive, log, acknowledge, and track customer complaints.

• Ensure all complaints are recorded in the designated complaints management system.

• Coordinate with business units to facilitate timely complaint resolution.

• Follow up with customers regarding progress and outcomes of complaints.

• Monitor complaint turnaround times and ensure compliance with service standards.

• Identify recurring issues and provide feedback to management for continuous improvement.

Sales Lead Generation

• Identify potential sales opportunities during customer interactions and through Customer Experience Mailer.

• Capture and qualify customer information for lead generation purposes.

• Refer leads to the relevant sales consultants or business units.

• Maintain an accurate lead register and track lead conversion outcomes.

• Follow up on submitted leads to ensure closure and reporting.

Customer Experience Support

• Promote a customer-centric culture through positive customer interactions.

• Assist in gathering Voice of Customer (VoC) insights.

• Support customer experience projects and initiatives.

• Contribute to service improvement recommendations based on customer feedback.

QUALIFICATIONS & EXPERIENCE REQUIRED

• Degree/Diploma in Office Administration/ Secretarial studies or a related field.

• At least 3 years work experience in client facing /receptionist roles.

• Excellent verbal and written communication skills.

• Professional appearance and positive attitude.

• Proficiency in Microsoft Office Suite.

• Ability to multitask, prioritize work, and maintain attention to detail.

na

 

Skills

Action Planning, Client Management, Computer Literacy, Customer Experience (CX), Customer Satisfaction, Customer Service, Database Administration, Desktop Publishing (DTP), Executing Plans, Management Reporting, Net Promoter Score (NPS), Network Administration, Numerical Aptitude, Office Management, Office Systems, Oral Communications, Policies & Procedures, Report Review, Resource Scheduling, Voice of the Customer (VOC)

Competencies

Collaborates

Communicates Effectively

Drives Results

Ensures Accountability

Plans and Aligns

Tech Savvy

Education

Bachelors Degree (B)

Closing Date

10 September 2026 , 23:59

The Old Mutual Story!