Customer Care Assistant (GMG/AM 1)

Job Purpose

Under the general direction of the Manager, Customer Service, the Customer Service Assistant is responsible for assisting the general public in all aspects of their interaction with the Ministry, as the first line of contact to assist with customer inquiries and complaints and interact with customers to provide and process information. 

The incumbent will also provide an effective and efficient communication system both internally and externally. 

Key Responsibilities

Technical/Professional: 

• Greets and welcomes customers to the Ministry and directs them to the appropriate office/officer; 
• Delivers courteous treatment of all staff and visitors to the Ministry and via telephone;
• Ensures reception area is welcoming, with all necessary stationery and material (pens, forms, brochures etc.); 
• Provides accurate information in person and via phone/email; 
• Deals with customers’ enquiries and complaints and have them recorded;
• Researches, compiles and delivers information to Officers and Department Head;
• Receives all incoming calls, identifies the officers required and connects callers to appropriate extensions; 
• Answers calls from extensions, dials numbers requested and connects the party called to officers who requested the number; 
• Takes and relays messages promptly; 
• Reports faults and defects to Departmental Heads and Service Providers;
• Maintains contact with all other relevant stakeholders for smooth flow of information;
• Advises Cashier and other staff members on the amount owing for private calls;
• Reconciles monthly bills and submits particulars relating to payments of all charges in the Telephone Register;
• Maintains office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitors’ badges); 
• Ensures that systems, procedures and working practices are implemented;
• Displays professionalism, confidentiality and good deportment at all times. 

Human Resources 

• Participates in the development of individual Work Plans. 

Customer Relations: 

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

Required Knowledge, Skills and Competencies

Core: 

• Integrity 
• Initiative 
• Team Work & Cooperation 
• Interpersonal Skills 
• Adaptability 
• Oral Communication 
• Written Communication 
• Time Management 
• Customer and Quality Focus 
• Public Speaking Skills 
• Planning and Organizing Skills 

Technical: 

• Proficiency in the use of relevant computer applications 
• Record Keeping Skills 
• Knowledge of Customer Service, Telephone Ethics and Techniques 
• Knowledge of the Ministry’s Policies and Procedures 
• Knowledge of Office Management and Ethics 
• Switchboard Operating Skills 
• Manage the Client Interface 
• Compliance 

Minimum Required Qualification and Experience

• At least four (4) Subjects at the CXC General proficiency /GCE O’levels including English Language and a Numeric Subject; 
• Customer Service Certification; 
• Certificate in Telephone Operating and Ethics; 
• Training in Public Speaking; 
• Three (3) years related work experience. 

OR 

• Certificate in Management Studies; 
• Training in Customer Service and Telephone Ethics; 
• Training in Public Speaking; 
• Two (2) years’ experience in a similar role. 

Specific 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

Please note that only shortlisted applicants will be contacted.