Customer Service Monitoring & Evaluation Officer (GMG/AM 4)

• Associate’s Degree in Business Administration or Management or related field
• At least three 3 years’ experience in Customer Service.

Specific Knowledge Required:

• Proficiency in relevant software applications
• Knowledge of GOJ Customer Service Policies & Procedures
• Knowledge of research methods & data analysis

Key responsibilities will include but are not limited to:

• Assists the Manager, Customer Service to collect data, analyse and report on feedback from the MDA’s Mystery Shopper Programme
• Assists the Manager, Customer Service with the evaluation of the Customer Service Training/Sensitization Sessions (Head Office, Outstations, Departments and Agencies), in collaboration with the Human Resource Development Unit.
• Assists the Manager, Customer Service with evaluation of the quality of products and service offerings of the MDA, its portfolio agencies and departments.
• Assists with the deployment and collection of internal and external Customer Service Surveys to determine customer satisfaction.
• Update the Customer Service M&E database with relevant data as new information becomes available
• Collates reports to support the Manager, Customer Service with preparation of the Customer Service M&E reports.
• Support the Manager, Customer Service with the collection of data
• Provides support to the Manager, Customer Service with the development and execution of relevant customer service research
• Assists with the set-up and logistics of focus groups meetings, gatherings and other sessions to garner feedback from relevant customers.

NB. We thank all applicants for responding, however, only short-listed applicants will be acknowledged.