Old Mutual is inviting suitably qualified candidates to apply for 2 Receptionist positions in Botswana. The successful candidates will be based in Gaborone and Francistown respectively.

These positions go beyond traditional front-desk duties. The Receptionists will serve as the first point of contact for customers and visitors while also supporting customer experience, complaint management, Net Promoter Score (NPS) and Net Effort Score (NES) surveys, administration and sales lead generation.

Applicants need a Degree/Diploma in Office Administration, Secretarial Studies or a related field, together with at least 3 years of experience in a client-facing or receptionist role.

Vacancy Overview

Job Detail	Information
Employer	Old Mutual
Position	Receptionist X2
Job Requisition ID	JR-83568
Number of Positions	2
Locations	Gaborone & Francistown
Reports To	Customer Experience Lead
Qualification	Degree/Diploma in Office Administration, Secretarial Studies or related field
Experience	At least 3 years
Application Method	Online
Closing Date	10 September 2026 at 23:59

About the Old Mutual Receptionist Positions

Old Mutual is looking for two professionals to support its customer-facing operations in Botswana.

One successful candidate will be based in:

Gaborone

and the other in:

Francistown

Reporting to the Customer Experience Lead, the Receptionist will serve as the first point of contact for customers and visitors.

The role includes traditional reception responsibilities but also has a strong focus on improving customer satisfaction, resolving complaints and identifying potential business opportunities.

Key Responsibilities

1. Reception and Front Office Management

The successful candidates will:

• Welcome and assist visitors, clients and stakeholders professionally.
• Manage incoming telephone calls.
• Manage emails and customer enquiries.
• Direct customers to the appropriate departments or individuals.
• Maintain a professional and welcoming reception area.
• Manage incoming and outgoing mail.
• Maintain visitor registers.
• Provide administrative support when required.

The Receptionist will represent Old Mutual during many customers’ first interactions with the organisation, making professional communication and presentation particularly important.

2. Manage Incoming Calls and Enquiries

The Receptionist will manage customer enquiries received through different communication channels.

This includes:

• Answering calls professionally
• Responding to enquiries
• Directing enquiries to the appropriate teams
• Providing helpful customer assistance
• Ensuring customers reach the correct department

3. Net Promoter Score and Net Effort Score Management

An important part of this position involves supporting Old Mutual’s customer feedback processes.

The successful candidates will conduct:

Net Promoter Score (NPS) surveys

and

Net Effort Score (NES) surveys

with customers and brokers through approved channels.

Responsibilities include:

• Conducting NPS and NES surveys.
• Accurately capturing customer feedback.
• Recording feedback on time.
• Monitoring survey response rates.
• Following up with customers where required.
• Escalating detractor feedback.
• Preparing NPS reports.
• Identifying customer feedback trends.
• Supporting customer satisfaction and loyalty initiatives.

4. Complaints Management

The Receptionists will play an active role in managing customer complaints.

Responsibilities include:

• Receiving complaints.
• Logging complaints.
• Acknowledging customer complaints.
• Tracking complaints through resolution.
• Recording complaints in the designated complaints management system.
• Coordinating with relevant business units.
• Following up on complaint progress.
• Communicating outcomes to customers.
• Monitoring complaint turnaround times.
• Ensuring compliance with service standards.

The successful candidates will also identify recurring customer issues and provide feedback to management to support continuous improvement.

5. Sales Lead Generation

The role also contributes to Old Mutual’s business-growth activities.

The Receptionist will:

• Identify potential sales opportunities during customer interactions.
• Identify opportunities through the Customer Experience Mailer.
• Capture customer information for lead-generation purposes.
• Qualify potential leads.
• Refer leads to relevant sales consultants or business units.
• Maintain an accurate sales lead register.
• Track lead-conversion outcomes.
• Follow up on submitted leads for closure and reporting.

This means candidates should be comfortable recognising customer needs and identifying when a customer may benefit from further assistance from the relevant sales team.

6. Customer Experience Support

The successful candidates will help promote a strong customer-centric culture.

Responsibilities include:

• Creating positive customer interactions.
• Gathering Voice of Customer (VoC) insights.
• Supporting customer-experience projects.
• Supporting customer-experience initiatives.
• Providing service-improvement recommendations based on customer feedback.

Minimum Qualifications

Applicants need a:

Degree/Diploma in Office Administration, Secretarial Studies or a related field

The vacancy’s education section additionally lists:

Bachelor’s Degree (B)

Applicants should ensure that their relevant qualification is clearly presented on their CV and application profile.

Experience Required

Candidates need:

At least 3 years of work experience in client-facing/receptionist roles

Relevant experience should be clearly explained in the CV.

This may include genuine previous experience in areas such as:

• Reception
• Front-office administration
• Customer service
• Client support
• Visitor management
• Switchboard operations

Additional Requirements

Candidates should have:

• Excellent verbal communication skills
• Excellent written communication skills
• Professional appearance
• Positive attitude
• Microsoft Office Suite proficiency
• Ability to multitask
• Ability to prioritise work
• Strong attention to detail

Skills Listed by Old Mutual

The vacancy lists skills including:

• 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)

Core Competencies

Old Mutual lists the following competencies:

• Collaborates
• Communicates Effectively
• Drives Results
• Ensures Accountability
• Plans and Aligns
• Tech Savvy

Application Process:

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