Senior Client Services Officer

JOB PURPOSE

Under the direction of the Client Services Manager, the Senior Client Services Officer is responsible to:

• Receive and respond to customers' complaints, providing world-class customer service – handling support calls and inquiries in support of potential and existing clients and responding to established systems and procedures based on service standards as set out in the Citizens Charter.
• Ensure and provide a single point of end-user contact for all ICT-related problems and inquiries, ensuring matters are resolved promptly and that end users receive the appropriate assistance with high levels of customer service.
• Coordinate the implementation of support methodologies and serving as key contact to on-site and remote users for terminal and production problems and inquiries and ensuring that help is given as quickly and efficiently as possible.

Key Responsibility Areas

Technical/Professional Responsibilities

• Implements and maintains an ICT Service Management system records, and produces ICT service management reporting.
• Administers the logging and tracking of all end-user requests calls to ICT, including incidents, service requests and information needs. 
• Works closely to coordinate problem resolution with ICT operations, security and application support management.
• Classifies, investigates and diagnoses ICT end-user queries.
• Oversees the timely resolution of all ICT incidents and channels recovery efforts to ensure closer of incidents.
• Handles escalated incidents to other ICT support functions, inform users.
• Provides routine reporting of all ICT Service management issues, and coordinate meetings to discuss with stakeholders escalating all problems not resolved in the targeted SLA response  times.
• Assists in coordinating the resolution of workstation, technical, computer operations equipment problems, applications/software systems and operations equipment problems.
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
• Assists in the development and maintenance of service levels with IT customers, reviews the quality of service according to service levels with the various user departments and enterprise business units.
• Provides general information, technical and operational support directly to internal and external end-users. 
• Troubleshoots problems referred by internal and external end-users.
• Manages and maintain proper records of all requests made to collect, organise and maintain a problem and solutions log for use by other Customer service analyst.
• Liaises with System Administrators, Hardware Engineers, DBA, and Programmer in an attempt to resolve end-users problem.
• Participates in the redesign of applications and other software

Management/Administrative Responsibilities

• Participates in the development of departmental policies.
• Prepares reports as required by management.
• Escalates unresolved problems to the appropriate levels.
• Work within cross-functional teams, including software developers, QA, BA, workstation support engineers, Administrators and managers.
• Coordinates with multiple teams to create/edit functionality documents and for content being developed.
• Contributes to the strategic planning and review process for the Unit’s activities. 
• Monitors work processes, systems and controls are in place within the unit to achieve its objectives effectively and efficiently. 
• Contributes to developing operational manuals, outlining applicable policies and procedures for the operational activities to be integrated into a single Operations Handbook for Jamaica Customs

Human Resource Responsibilities 

• Provides day-to-day supervision in the continual performance improvement of the Unit. 
• Guides the Unit staff in interpreting the policies and procedures to determine proper courses of action. 
• Participates in developing the Section Workplans and prepares work plans for direct reports.? 
• Documents and maintains Standard Operating Procedures for areas of responsibility.?? 
• Monitor and review the section’s performance to ensure its agreed performance targets are met. 
• Conducts periodic reviews of direct reports by work plans.??? 
• Conducts assessment of direct report based on performance assessment criteria and prepares performance report.?? 
• Evaluates performance of direct report in keeping with targets and standards.?? 
• Signs performance management reports.??? 
• Ensures that staff have sufficient and appropriate physical resources to undertake their duties efficiently and effectively.? 
• Recommends transfer, promotion, termination and leave by established Human Resource Policies and Procedures.? 
• Provides leadership and guidance to staff through coaching, mentoring, training, and support as needed.? 
• Participates in the recruitment of staff for the Unit.? 
• Recommend disciplinary action where necessary in respect of direct reports. 
• Institutes strategies to achieve the unit's established short- and long-term objectives and ensures that the design and objectives are communicated to the staff. 
• Holds regular staff meetings to discuss the unit's work, try to solve any problem that may surface, and reviews the progress towards achieving the objectives. 
• Ensures that the staff is provided with the necessary tools and equipment to carry out their functions effectively and efficiently. 

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 meet expectations.  

Other Responsibilities 

• Performs all other duties and functions as may be required from time to time.  
• May be required to provide witness statements, attend court proceedings, and give evidence. 
• Enforces Health & Safety Policies & Procedures and mitigates and minimises workplace hazards.  

Required Competencies

Core

• Excellent coaching and staff management skills, particularly in managing ICT /technical persons.
• Excellent interpersonal, communication and customer service skills 
• Excellent planning, organisation, and time management skills. 
• Strong analytical, judgement, decision-making and problem-solving skills 
• Excellent coaching and staff management skills, particularly in managing ICT /technical persons.
• Ability to think strategically. 
• Keen attention to detail. 
• Ability to work independently with minimal supervision. 
• Ability to work in a team environment.   
• Ability to be adaptable, especially under pressure. 
• Ability to display high levels of confidentiality, integrity, and professionalism. 
• Ability to communicate, interact and work effectively and cooperatively with all people, including those from diverse ethnic and educational backgrounds.
• Effective oral and written communication skills, especially with professional colleagues and non-technical users.
• ITIL service management process knowledge.
• Provide appropriate professional advice, assistance, and liaison to ISD colleagues and clients when necessary.
• Keen commitment to providing superb customer service and quality focus.

Technical  

• Good knowledge of relevant computer applications software and systems.
• Good knowledge of networked personal computer systems used in organizations.
• Service Management Training both customer-oriented and technical.
• Excellent knowledge of JCA ICT application systems.

Minimum Required Education and Experience

• First degree in Computer Sciences, Information Management or similar ICT related disciplines.
• International Training Certification in Helpdesk Support would be advantageous:
  • CompTIA A+, Network+ & Security+
  • Cisco Certified Network Associate (CCNA)
  • MCSA: Windows 7/8 Solutions Associate
  • MOS: Word, Excel, Outlook & PowerPoint
  • Network and Systems Administration Training
  • Microsoft Windows Server/Desktop PC Support
  • Design and Configure Enterprise IT Networks
  • Information Security and IT Risk Management
  • Implement Virtualized Computing Environments
• At least four (4) years in an ICT environment with three (3) years related Help Desk experience.
• Demonstrable knowledge of ITIL standards.

Special Conditions Associated with The Job

• Work will be conducted in an office equipped with standard office equipment and specialized software.
• The environment is fast paced with on-going interactions with critical stakeholders and meeting tight deadlines which will result in high degrees of pressure, on occasions.
• May be required to work beyond normal working hours.
• Spends extended hours before computer which requires vision and hand dexterity and handles a large volume of queries via telephone calls and internet chat room.
• Expected to demonstrate a high level of integrity and professionalism.