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. 

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.