Join the Pulse of Innovation at Bomaid. At Bomaid, we don\u2019t just provide medical aid; we redefine the healthcare landscape of Botswana. Built on a bedrock of excellence, our culture is a vibrant fusion of talent and technology. Here, a world-class team unites to engineer cutting-edge healthcare solutions that make a real-world impact. Choosing a career with Bomaid means more than just a job; it\u2019s an opportunity to champion wellness and bring the joy of health to our communities. We are looking for the bold, the driven, and the passionate to join our journey as:<\/p>\n
Job Summary
\nKey Responsibilities
\nRequirements
\nHow to Apply<\/p>\n
Job Summary<\/p>\n
Type: full-time
\nLocation: Gaborone
\nCategory: Customer Service
\nClosing Date: 2026-06-12<\/p>\n
Key Responsibilities<\/p>\n
The Customer Experience Manager is responsible for ensuring that an excellent standard of service is provided and maintained across the business and throughout the customer life cycle.
\nThe position develops and implements strategies and plans to ensure that the Fund customers are satisfied with the quality of service provided.
\nWorks closely with the Claims Department, Managed Care and Credit Control and Information Technology.
\nAlong with ensuring growth in both managed and non-managed groups, the Customer Experience Manager also drives process improvement and manages customer experience related projects contributing to growth, expansion and member retention.
\nThe position ensures that healthcare providers and members are regularly informed and updated on products, service offerings and the latest technology available to them whilst ensuring data protection regulations and integrity are of the highest standards.<\/p>\n
Requirements<\/p>\n
A Bachelor\u2019s Degree in Business Administration, Social Sciences, or a related field.
\nA minimum of eight (8) years\u2019 post qualification experience in customer service with at least three (3) years at middle management level.
\nIn-depth knowledge of the Data Protection Act of Botswana and related regulations.
\nExperience in the private healthcare customer service field would be an added advantage.
\nRelationship Management
\nCustomer Service Excellence
\nBudget and Resource Management
\nStrategic Thinking
\nChange Management
\nCommunication and Problem Solving
\nDigital and CRM proficiency<\/p>\n
How to Apply
\nIf you have the above capabilities, kindly email your application, your latest Curriculum Vitae (CV) and certified copies of certificates to recruitment@bomaid.co.bw.
\nFrequently Asked QuestionsWhat are the typical qualifications and experience needed for a Customer Experience Manager role in Botswana?Generally, a Bachelor’s degree in Business Administration, Marketing, or a related field is preferred, often coupled with professional certifications in customer service or experience management. Employers in Botswana usually look for several years of progressive experience in customer service management, demonstrating a strong understanding of CX strategies.
\nWhat are the common day-to-day responsibilities of a Customer Experience Manager in a Botswana company?A Customer Experience Manager typically designs and implements CX strategies, analyzes customer feedback, and manages touchpoints across the customer journey. They also lead and mentor customer service teams, ensuring service delivery aligns with company standards and local customer expectations.
\nWhat is the typical work culture and expectation for a manager in Botswana, specifically in customer service?In Botswana, a manager is expected to demonstrate strong leadership, foster a collaborative team environment, and uphold professional integrity. There’s an emphasis on building good interpersonal relationships, respecting hierarchical structures, and often working closely with local communities or diverse customer bases.
\nWhat are the realistic career progression paths for a Customer Experience Manager in Botswana?A Customer Experience Manager can advance to roles like Head of Customer Service, Operations Manager, or even General Manager, especially in companies with a strong customer-centric focus. Further specialisation in areas like digital customer experience or strategic marketing is also a viable growth path within Botswana’s evolving market.
\nWhat typical benefits can one expect for a full-time Customer Experience Manager position in Botswana?<\/p>\n
Standard benefits often include medical aid, a pension scheme, and annual leave, which are common in full-time professional roles in Botswana. Some companies may also offer performance-based bonuses, further professional development opportunities, or transport allowances.
\nHow should one apply for this role in Botswana, and what do employers typically look for in candidates?Applications usually involve submitting a detailed CV and a cover letter through online platforms or directly to the company’s HR department. Employers in Botswana seek candidates who demonstrate strong leadership, problem-solving skills, cultural awareness, and a proven track record in enhancing customer satisfaction.<\/p>\n
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