Customer Service Officer (GMG/AM 1)

Key Responsibilities

Management/Administrative: 

• Maintains the image and integrity of the Department through customer service excellence, ensuring that communication protocols are observed and viability sustained; Ensures immediate transmission of all critical calls, particularly those of national interest, to the relevant authorities; 
• Conducts system searches for duly authorized personnel; 
• Logs information received relating to complaints etc., using the appropriate codes and relays information as stipulated by policy; 
• Greets visitors in a professional and pleasant manner, ascertains nature and purpose of business and directs or escort them accordingly; 
• Dispatches mail/correspondence/articles to the relevant departments/officers; Assesses all contacts with a view to identifying potential witnesses, solvability factors and evidence that may need to be preserved, gaining intelligence for transmission to the Investigation Unit;
• Evaluates callers to determine their locations, and the nature of their problems to determine the type of response needed; 
• Determines response requirements and relative priorities of situations, and dispatches to units per established procedures; 
• Records and stores in a database, data relating to the physical delivery of documents to the Department; 
• Answers routine inquiries and refers calls to appropriate Divisions; 
• Maintains a log of complaints reported by the public and escalates to appropriate Division/Branch; 
• Keeps equipment operational by following established procedures. 

Required Knowledge, Skills, and Competencies

• Excellent command of written and spoken English 
• Knowledge of the principles and techniques of communication systems;
• Expert knowledge of policing, local and geographical knowledge 
• Proficiency in the use of Microsoft Office Products 
• Flexibility & Adaptability 
• Problem Solving & Critical Thinking 
• Communication 
• Teamwork 
• Emotional Intelligence 

Minimum Required Qualification and Experience

• 5 CXC or GCE inclusive of English and a numeric subject at grade 2 level or above
• At least one (1) year experience as a customer service representative. 

Special Conditions Associated with the Job

• There are moderate security risks associated with the role 
• May be required to work beyond the normal working hours 
• May be required to work on weekends and public holidays 

Please note that only shortlisted applicants will be contacted.