Client Relations Manager – Orange Botswana

Client Relations Manager

This role is responsible for managing the end-to-end activation process, ensuring all back-office setups—including account configuration, data integration, compliance checks, and system training—are completed accurately, efficiently, and in line with client expectations.
The Client Relations Manager is also responsible for ensuring high customer satisfaction by implementing digital customer interaction strategy, complaints handling process as well as overseeing the overall customer journey /experience for both new and existing customers.

The main duties include but are not limited to:

• Develop and maintain strong, long-term relationships with internal and external stakeholders.
• Manage and resolve escalated and complex customer complaints regarding Orange products and services.
• Implement robust customer onboarding process, ensuring regulatory compliance and closing of gaps.
• Develop initiatives for newly registered post-paid clients to ensure comprehensive understanding of their contracts.
• Ensure all compliance, legal, and security requirements are fulfilled before activation.
• Work with sales teams to renew contracts and ensure high client retention rates.
• Continuously identify bottlenecks and inefficiencies in the activation process and propose improvements
• Monitor and improve the quality, accuracy, and efficiency of team performance; providing constructive feedback and support to help them improve and achieve their goals.
• Lead the execution of digital initiatives which will improve Customer Experience (Robotic Process Automation, Chatbot, Social CRM etc.).
• Ensure all data handling and processing activities are fully compliant with the Data Protection Act and relevant privacy regulations, implementing best practices for data security.
• Oversee the ongoing process of customer KYC updates, ensuring timely and accurate collection of required documentation to maintain compliance with regulatory standards.
• Report on KYC status and compliance metrics to management regularly, highlighting any discrepancies or areas requiring attention to mitigate potential risks.
• Collaborate with technical and operational teams to ensure timely implementation of telecom solutions (e.g. offer creation, closure of tickets etc)
• Identify opportunities for upselling and cross-selling telecom products (e.g., mobile services, broadband, enterprise connectivity, unified communications).
• Support clients in understanding new technologies, product upgrades, and service enhancements.
• Benchmark global trends to enhance service delivery and customer experience.

Skills:

• Customer-centric mindset
• Relationship-building
• Attention to detail
• Strategic thinking
• Collaboration
• Results-driven

Qualifications and Experience:

• Bachelor’s degree in Business, Communications, Telecom Engineering, or a related field.
• Master’s degree in business related field is an added advantage.
• Minimum experience of 5 years in client management, preferably in telecommunications or IT services

Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: [email protected]

The subject window on email should only contain the title of the position being applied for.

Published Date:  16 January 2026

Closing Date: 30 January 2026

Only selected candidates will be contacted for interview