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

Key Responsibilities

Technical/Professional: 

• Assists with the collection, analysis, and reporting of feedback generated through the Ministry’s Mystery Shopper Programme; 
• Supports the evaluation of Customer Service training and sensitization sessions conducted for the Ministry, in collaboration with the Human Resource Development Unit;
• Assists with evaluating the quality of customer service delivery, products, and service offerings across the Ministry, its departments, and portfolio agencies; 
• Supports the administration, distribution, and collection of internal and external customer service surveys to assess customer satisfaction and service effectiveness;
• Assists with analysing survey findings and preparing summaries to support decision making and service improvement initiatives; 
• Updates and maintains the Customer Service Monitoring and Evaluation Database to ensure data accuracy, completeness, and accessibility; 
• Assists in compiling monthly, quarterly, half-yearly, and annual Customer Service Monitoring and Evaluation Reports; 
• Provides administrative and logistical support for the printing, binding, and distribution of survey instruments and other data collection tools; 
• Supports customer service research activities, including data gathering and analysis for special studies and assessments; 
• Assists with coordinating focus groups, meetings, and feedback sessions to obtain customer insights and stakeholder feedback. 

Required Knowledge, Skills and Competencies

Core: 

• Good oral and written communication skills 
• Good customer and quality focus 
• Teamwork and cooperation 
• Takes initiative 
• Managing the client interface 
• Methodical approach 

Technical: 

• Data entry skills 
• Data analysis skills 
• Report writing skills 
• Proficiency in relevant software applications 
• Knowledge of GoJ customer service policies and procedures 

Minimum Required Qualification and Experience

• Diploma/Certificate in Management Studies or Public Administration or related subject.
• At least 2 years’ experience in supporting data collection and analysis and/or work in a research environment 
• Familiarity in using databases. Familiarity with statistical tools is an asset. 

Special Conditions Associated with the Job

• Work is primarily conducted in an office environment. 
• May be required to work beyond normal working hours to meet reporting deadlines and operational requirements.

Please note that only shortlisted applicants will be contacted.