Customer Service Officer

Job Purpose

The incumbent has the responsibility to assist with planning and executing the Agency’s Customer Service Strategy, ensuring adherence to the organization’s procedures and policies; managing the complaints response system, and interface with the Agency’s revenue generation points. 

Key Responsibilities

• Coordinates and Executes the Agency’s Customer Service portfolio, including feedback and response processes; 
• Serves as a point of contact between the Agency’s Divisions, Branches, Units and external customers in the resolution of a variety of customer service-related matters;
• Assists with designing and reviewing procedures and mechanisms to ensure that customer feedback is easy, easily understood, accessible and being used; 
• Provides excellent customer service by ensuring prompt timely and efficient resolutions of needs and satisfaction is assured; 
• Assists in developing and maintaining customer service best practices and establishes benchmarks for service delivery and other related activities; 
• Assists with the design and delivery of customer service training programmes and the dissemination of customer service information to create and maintain awareness of standards and customer expectations; 
• Acts with integrity to maintain confidentiality and respect in dealing with clients and staff; 
• Conducts research, provides information and supports the development of relevant knowledge products; 
• Conducts surveys among customers to assess the quality of service provided to develop recommendations for improvement in service delivery where necessary; 
• Contributes to the formulation of policies and standards of service to facilitate the delivery of excellent customer service; 
• Provide reports/updates to the relevant officer on the status of enquiries and the action taken as required; 
• Supports improved awareness of the customer service-related policies, procedures and guidelines applicable to the Agency.

Other Responsibilities 

• Performs any other related duties that may be assigned 

Required Competencies

The post-holder will be able to demonstrate: 

• Excellent team player; 
• Works well under pressure; 
• Exceptional analytical skills; 
• Ability to exercise sound judgement; 
• Exceptional customer service skills; 
• Good written and verbal communication skills; 
• Well-developed social and interpersonal skills; 
• Ability to work and collaborate well with others; 
• Effective prioritization and time management skills; 
• Ability to handle challenges and difficult situations effectively; 
• Working knowledge of relevant computer applications and systems; 
• Sound knowledge of the Government’s customer service policies and principles;
• Ability to resolve problems or issues in an objective manner while remaining focused on outcomes and preserving positive working relationships; 

Qualifications and Experience

• Undergraduate degree in Management Studies, Public Relations, Marketing, Business Administration or related discipline; 
• Customer Service certification; 
• Plus at least 3 years’ related experience; 

OR

• Associate degree/diploma in Management Studies, Public Relations, Marketing, Business Administration or related discipline; 
• Customer Service certification; 
• Plus at least 5 years’ related experience 
• Mediation and conflict resolution training/competence would be an asset

Special conditions associated with the job: 

• Office environment; 
• All island travel (as required); 
• Occasionally in forest environments; 
• Challenging interpersonal situations.

We thank all persons who express an interest; however, only short-listed applicants will be contacted.