Customer Care Officer (GMG/AM 3)

JOB PURPOSE:

Under the general direction of the Manager, Customer Care, the Customer Care Officer is responsible for assisting the general public in all aspects of their interaction with the Ministry, with the objective of achieving the mandate of the Ministry. 

The incumbent will also manage customer inquiries complaints and interact with customers to provide and process information. 

KEY RESPONSIBILITIES:

Technical/Professional Responsibilities 

• Serves as liaison between Divisions/Units and the customers;
• Responds to customers’ requests/enquiries; 
• Provides accurate information and resolve customer (internal and external) enquires/issues/complaints received via the call centre, reception counter or mail in a professional and timely manner; 
• Deals with customer enquiries and/or complaints by phone, post, email or direct interaction; 
• Escalates complex issues and complaints to the Customer Service Manager in keeping with established standards; 
• Follows –up on customer enquiries not resolved immediately;
• Provides customers with product and service information;
• Maintains portfolio of the MOF&PS’s products and services;
• Maintains database on key customers of the Ministry and tracks customers interface with the Ministry; 
• Anticipates possible delays in response to customer enquiries and plans strategies to avoid or minimize them; 
• Analyzes situations to determine the best use of resources; 
• Records details of issues and actions taken; 
• Collaborates with the Communications and Public Relations Branch, updates relevant Notice Boards and the Libraries with information relevant to the customers; 
• Identifies, researches and resolves customer issues using the technology;
• Recommends new systems, procedures or working practices to improve customer service efficiency; 
• Recognizes, documents and alerts the relevant staff of trends in customer calls; 
• Completes call logs and reports; 
• Collates information and prepares monthly, quarterly and annual reports;
• Maintains logs of customer complaints and queries; 
• Communicates with internal divisions on customer service issues;
• Maintains the right style and matches customer pace; 
• Participates in quarterly meetings of the Intra-Ministerial Customer Service Team and prepare relevant minutes and reports; 

Other Responsibilities 

• Performs any other related duties and functions as may be required from time to time. 

Customer Service Responsibilities 

• Maintains customer service principles, standards and measurements;
• Identifies and incorporates the interests and needs of customers in business process design; 
• Ensures critical success factors are identified and meets expectations;
• Prepares quarterly and/or annually Customer Service reports in accordance with established standards. 

REQUIRED COMPETENCIES:

• Strong customer service focus and commitment to providing quality customer service with demonstrated ability to relate to people from various backgrounds. 
• Communication and interpersonal skills characterized by patience, clarity and empathy at a personal, written and telephone level 
• Ability to use tact, diplomacy and negotiating skills when handling difficult customers to achieve a positive outcome.
• Ability to develop and maintain positive working relationships with staff from other divisions, agencies/departments and work in conjunction with them to ensure smooth operation of Customer Service function
• Ability to maintain confidentiality at all times 
• Ability to work in an area with changing and sometimes conflicting priorities
• Ability to maintain productive and efficient output in a busy work environment 
• Good listening skills and the ability to work under pressure
• Numeracy skills, attention to detail and keyboard skills 
• Excellent interpersonal and team management skills 
• Excellent communication (oral and written and including listening) skills
• Excellent analytical and problem solving skills 
• Excellent leadership skills 
• Excellent customer relations skills 
• Excellent planning and organizing skills 
• Excellent judgement and decision making skills 
• Ability to influence and motivate others 
• Proficiency in the use of relevant computer applications 

QUALIFICATION AND EXPERIENCE:

• Associate’s Degree/Diploma in Management Studies, Business Administration /Public Administration or a related discipline
• Specialized Training in Customer Services 
• Two (2) years related work experience. 

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB:

• Work will be conducted in an office outfitted with standard office equipment and specialized software 
• The environment is fast paced with on-going interactions with critical stakeholders 
• Meeting tight deadlines which will result in high degrees of pressure.

We thank all applicants for the interest expressed; however, only shortlisted candidates will be contacted.