Receptionist (2 positions) – Customer Experience

About the role

Old Mutual is looking for two enthusiastic Receptionists to be the first point of contact for customers and visitors in Gaborone and Francistown. Reporting to the Customer Experience Lead, you will manage the switchboard, welcome guests, and support administrative tasks while contributing to customer satisfaction and business growth.

Key responsibilities

• Greet and assist visitors, clients, and stakeholders in a professional manner.
• Manage incoming calls, emails, and enquiries, directing them to the appropriate departments.
• Maintain a tidy and welcoming reception area, including mail handling and visitor registers.
• Conduct Net Promoter Score (NPS) and Net Effort Score (NES) surveys, record feedback, and prepare reports for management.
• Log, acknowledge, and track customer complaints, coordinating timely resolution with relevant business units.
• Identify sales opportunities during interactions, capture lead information, and forward qualified leads to sales teams.
• Support customer experience initiatives and provide insights from Voice of Customer data.

Required profile

• High school diploma or equivalent; further education in administration is a plus.
• Excellent communication and interpersonal skills.
• Strong organisational abilities with attention to detail.
• Ability to handle multiple tasks in a fast‑paced environment.
• Customer‑focused mindset with a proactive approach to problem solving.

Required skills

• Proficiency with telephone switchboard systems.
• Experience using NPS/NES survey platforms.
• Familiarity with complaints management software.