Customer Care Assistant (GMG/AM 1)

Job Purpose

Under the general direction of the Manager, Customer Service, the Customer Care 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 Department 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 andDepartment Head;
• Receives all incoming calls, identifies the required officers and connects callers to appropriate extensions;
• Answers calls from extensions; dials numbers requested and connects the party calls to officers who requested the number; 
• Takes and relays messages, promptly; 
• Reports faults and defects to Branch Heads and Service Providers; 
• Maintains contact with all other relevant stakeholders for the smooth flow of information;
• 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 (monitors logbook, issues visitors’ badges); 
• Ensures that systems, procedures and working practices are implemented;
• Displays professionalism, confidentiality and good deportment at all times;
• Maintains the Ministry’s Corporate image. 

Human Resource: 

• Participates in the development of Individual Work Plans. 

Customer Relations: 

• Maintains customer service principles, standards and measurements; 
• Identifies and incorporates the interestsand needs of customers in business process design;
• Ensures critical success factors are identified and meets expectations;
• Performs all other related duties and functions, as may be required from time to time. 

Required Knowledge, Skills and Competencies

Core: 

• Good oral and written communication skills 
• Sound integrity 
• Teamwork and co-operation 
• Initiative 
• Compliance 
• Good time management skills 
• Good interpersonal skills 
• Adaptability 
• Customer and quality focus 

Technical: 

• Proficiency in the use of relevant computer applications 
• • Record keeping skills 
• • Good planning and organizing skills 
• • Public Speaking skills 

Other: 

• • 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 

Minimum Required Qualification and Experience

• • Four(4) subjects attheCSECGeneral proficiency, including English Language and a numeric subject; 
• • Customer Service/Telephone Operating Certification; 
• • Training in Public Speaking would be a distinct asset; 
• • Three (3) years’ related work experience; 

OR 

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

Special Conditions Associated with the Job

• • The environment is fast-paced with ongoing interactions with critical stakeholders;
• • Meeting tight deadlines, which will result in high degrees of pressure, on occasions. 

Please note that only shortlisted applicants will be contacted.