Customer Care Officer (GMG/AM 3)

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, with the objective of achieving the mandate of the Ministry. The incumbent will also manage customer inquiries and complaints and interact with customers to provide and process information. 

Key Responsibilities

Technical/Professional: 

• Serves as liaison between Divisions/Units and the customers; 
• Responds to customer requests/enquiries; 
• Directs requests/enquiries to appropriate staff; 
• Deals with customer enquiries or complaints by phone, post, email or direct interaction;
• Follows-up on customer enquiries not immediately resolved; 
• Provides customers with product and service information; 
• Maintains portfolio of the MDA’s products and services; 
• Maintains portfolio of the business processes of all services of the MDA and its Agencies;
• Maintains database on key customers of the MDA and tracks customers interface with the MDA; 
• Foresees possible delays or complications and plans strategies to avoid or minimize them;
• Analyzes situations to determine the best use of resources; 
• Records details of issues and action taken; 
• Updates relevant Notice Boards and the Libraries with information relevant to the customers, in collaboration with the Corporate Communication & Public Relations Unit;
• Identifies, researches and resolves customer issues using the computer system;
• Recommends new systems, procedures or working practices to improve Customer Service efficiency; 
• Recognizes documents and alerts the relevant staff of trends in customer calls;
• Completes call logs and reports; 
• Collates information and prepares monthly/quarterly and annual reports;
• Maintains a log of customers’ complaints and queries; 
• Communicates with internal Divisions on Customer Service issues; 
• Maintains the right style and matches customer pace; 
• Participates in quarterly meetings of the Intra-Ministerial Customer Service Team and prepares relevant Minutes and reports; 
• Performs any other related duties which may be assigned. 

Required Knowledge, Skills and Competencies

Core: 

• Good oral and written communication skills 
• Good interpersonal skills 
• Good customer and quality focus skills 
• Good planning and organising 
• Good teamwork and co-operation skills 
• Tact & diplomacy 
• Managing the client interface 

Technical: 

• Database entry 
• Report writing skills 
• Proficiency in relevant software applications 
• Knowledge of the MDA’S policies and procedures 
• Knowledge of GOJ customer service policies and procedures 

Minimum Required Qualification and Experience

• Diploma in Management Studies, Public Administration, Personnel Management, Business Administration 
• At least two (2) years in Customer Service or performing related functions.

Please note that only shortlisted applicants will be contacted.