Customer Care Assistant (GMG/AM 1) – North Street

Job Purpose

Under the general direction of the Manager, Customer Care, 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 interacting with customers to provide and process information. The incumbent will also provide an effective and efficient communication system, internally and externally. 

Key Responsibilities

Technical: 

• Greets and welcomes visitors to the Ministry and directs them to the appropriate office/officer; 
• Ensures courteous treatment of all staff and visitors to the Ministry and via telephone; Ensures reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures); 
• Provides accurate information, in-person and via telephone/email; 
• Records and deals with customers’ enquiries and complaints; 
• Researches, compiles and delivers information to the Customer Care Officers and Unit Head; 
• Receives all incoming calls, identifies the officers required and connects callers to the 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 Unit Head and service providers; 
• Maintains contact with Divisions/Directors/Outstations, 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 (monitors logbook, issues visitor badges); 
• Ensures that systems, procedures and working practices are implemented accurately, in accordance with established format; 
• Ensures that professional attitude and deportment are displayed at all times;
• Maintains the Ministry’s Corporate Image at all times; 
• Reports faults and defects to relevant officers, in a timely manner; 
• Displays professionalism, confidentiality and good deportment at all times;
• Performs any other related duties which may be assigned from time to time.

Required Knowledge, Skills and Competencies

Core: 

• Good oral and written communication skills 
• Customer service and quality focus skills 
• Ability to use Initiative 
• Good time management skills 
• Abilit to work in a team 
• Compliance 
• Sound integrity 
• Managing the client interface 

Technical: 

• Knowledge of customer service, telephone ethics and techniques 
• Knowledge of office management and ethics 
• Public speaking skills 
• Record keeping skills 
• Switchboard operating skills 
• Knowledge of the Ministry’s policies and procedures 

Minimum Required Qualification and Experience

• Four (4) CXC/GCE subjects, including English Language and a numeric subject;
• Customer Service Certification; 
• Certificate in Telephone Operating and Ethics; 
• Training in Public Speaking; 
• Three (3) years’ experience in a similar field; 

OR 

• Diploma in Management Studies with two (2) years’ experience in a similar role;
• Training in Customer Service and Telephone Ethics; 
• Training in Public Speaking

Please note that only shortlisted applicants will be contacted.