Customer Service Monitoring and Evaluation Officer (GMG/AM 3)

Key Outputs:

• Customer service monitoring data collected 
• Customer service data analyzed 
• Customer service database updated and maintained 
• Customer satisfaction surveys administered 
• Survey results analyzed and reported 
• Customer service research supported 
• Monitoring and evaluation reports prepared 
• Mystery Shopper Programme data collated 
• Customer service training evaluations conducted 
• Customer service performance information disseminated 

Key Responsibility Areas:

• Assists the Manager Customer Service M&E to collect data, analyze and report on feedback from the MOFP&S Mystery Shopper Programme; 
• Assists the Manager Customer Service M&E with the evaluation of the Customer Service Training /Sensitization Sessions, in collaboration with the Human Resource Development Unit;
• Assists the Manager Customer Service M&E with evaluation of the quality of products and services offerings of the Ministry and 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 M&E database with relevant data as new information becomes available;
• Supports the Manager Customer Service M&E with printing, binding and distribution of relevant tools to assist with collection of data; 
• Provides support to the Manager Customer Service M&E with the development and execution of relevant customer service research; 
• 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 meet expectations; 
• Prepares quarterly and /or annually Customer Service reports; 
• Performs all other duties and functions as may be required from time to time. 

Performance Standards:

• Monitoring and evaluation data collected accurately and within agreed timelines
• Customer service databases maintained and updated in accordance with established standards
• Customer satisfaction surveys distributed, collected and analyzed within agreed timeframes
• Monitoring and evaluation reports prepared accurately and submitted within established deadlines
• Mystery Shopper Programme data collated and reported within agreed timeframes
• Customer service training evaluations completed and submitted according to established schedules
• Customer service research activities supported in accordance with approved methodologies Information disseminated accurately and within agreed timelines 
• Confidentiality, integrity and professionalism displayed in the delivery of duties and interaction with staff. 

Internal and External Contacts

Internal Contacts

• Manager Customer Service M&E
  • To seek/offer advice 
  • To discuss issues in relation to strategic customer services
  • Escalate major customer service issues/complaints
• Divisional Heads/ members of CSIT/Assignees
  • To discuss customer services issues 
  • Escalate major customer services issues/complaints
• General Staff 
  • To provide/ obtain information 
  • To conduct coaching sessions

External Contacts 

• General Public 
  • To request and disseminate information pertaining to issues/enquiries and complaints
• MDAs Non-Government Bodies 
  • To request and disseminate information pertaining to issues/ enquiries and complaints

Required Competencies:

Core Competencies 

• Adaptability 
• Compliance 
• Customer and Quality Focus 
• Initiative 
• Integrity 
• Interpersonal 
• Oral Communication 
• Team Work & Cooperation 
• Time Management 
• Written Communication 

Technical/Functional Competencies

• Accountability 
• Attention to Detail 
• Goal/Results Oriented 
• Human Resource Management 
• Methodical 
• Planning and Organising 
• Problem Solving and Decision-making 
• Resilience 
• Stress Tolerance 
• Technical Skills 
• Use and Application of Technology 

Other Competencies 

• Knowledge of the Ministry’s policies and procedures
• Knowledge of GOJ Customers Service Policies and Procedures

Minimum Required Education and Experience

Qualifications and Experience 

• Diploma in Management Studies/Public Administration or related subject 
• At least two (2) years related work experience in supporting data collection and analysis and /or work in a research environment 
• Familiarity in the use of databases 
• Familiarity with statistical tools is an asset 

Continuous Professional Development 

• Attend relevant training on emerging trends and practices within the field. 

Authority:

• N/A 

Specific Conditions associated with the job

• Work will be conducted in an office outfitted with standard office equipment and specialized software
• Meeting tight deadlines which will result in high degrees of pressure

The Ministry thanks all applicants for their interest, however, only those shortlisted will be contacted.