Senior Customer Service Officer (GMG/AM 3)

Job Purpose 

Under the direction of the Manager, Customer Service, the Senior Customer Service Officer (GMG/AM 3), is responsible for providing support and assistance in the collection and analysis of data and the preparation of relevant reports for monitoring and evaluation of the Ministry’s Customer Service Programme. 

Key Responsibilities

Technical/Professional: 

• Assists the Manager, Customer Services to collect data, analyze and report on feedback from the Ministry’s Mystery Shopper Programme; 
• Assists the Manager, Customer Services 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 Services with evaluation of the quality of products and service offerings of the Ministry, its portfolio Agencies and Departments; 
• Assists with the deployment and collection of internal and external Customer Service surveys to determine customer satisfaction; 
• Assists with the analysis of the data;
• Updates the Customer Service Monitoring and Evaluation database with relevant data as new information becomes available; 
• Collates reports to support the Manager, Customer Services with preparation of the Customer Service; 
• Develops and submits Monitoring and Evaluation and Customer Monitoring reports on a monthly, quarterly, half-yearly and annual basis; 
• Provides support to the Manager 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; 
• Distributes information and solutions to customers through a variety of modes;
• Receives and evaluates complaints and decide how complaints are to be resolved;
• Maintains the computerized system of recording and processing queries;
• Updates and make available and available technical listings and related information;
• Requests files through the Documentation Centre and for processing; 
• Prepares and submits Individual Performance Plans for management of individual tasks. 

Required Knowledge, Skills and Competencies

Core: 

• Good oral and written communication Skills 
• Customer and Quality Centric 
• Teamwork and Cooperation Skills 
• Ability to use own initiative 
• Managing the client interface 
• Methodical 

Technical: 

• Good Data Entry Skills 
• Good Report Writing Skills 
• Proficiency in relevant software applications 
• Knowledge of GOJ Customer Service Policies and Procedures 

Minimum Required Qualification and Experience

• Associate Degree in Management Studies or Public Administration or related field;
• Two (2) years’ experience in supporting data collection and analysis;
• Training in Customer Service Excellence; 
• Familiarity in using databases. Familiarity with statistical tools is an asset.

OR 

• Diploma/Certificate in Management Studies or Public Administration or related field;
• Three (3) years’ experience in supporting data collection and analysis;
• Training in Customer Service Excellence; 
• Familiarity in using databases. Familiarity with statistical tools is an asset. 

Please note that only shortlisted applicants will be contacted.