Customer Service Officer

Responsibilities:

• Assists the Corporate Communications Officer to collect data, analyze and report on feedback from the Authority's Customer Service Programme
• Assists with the evaluation of the Customer Service Training/Sensitization Sessions (Head Office, Outstations and Departments), in collaboration with the Human Resource Development Unit
• Assists with the evaluation of the quality of products and service offerings of the Authority
• Assists with the deployment and collection of internal and external Customer Service surveys to determine customer satisfaction
• Assists with the analysis of the data
• Develop and maintain the Customer Service Monitoring & Evaluation database with relevant data as new information becomes available
• Develops and submits Monitoring & Evaluation and Customer Monitoring reports on a monthly, quarterly, half-yearly and annual basis
• Provides support to the Officer with the development and execution of relevant customer service research
• Assists with the set-up and logistics of focus groups meetings, gatherings and other sessions to garner feedback from relevant customers
• Distributes information and solutions to customers through a variety of modes
• Receive and evaluate complaints and decide how complaints are to be resolved
• Maintains the computerised system of recording and processing queries
• Updates and make available technical listings and related information
• Prepare and submit Individual Performance Plans for management of individual tasks

Requirements:

• Associate Degree in Management Studies or Public Administration or related field
• At least 1 year experience in supporting data collection and analysis
• Training in Customer Service Excellence
• Familiarity in using databases. Familiarity with statistical tools is an asset
• Good Data Entry Skills
• Good Report Writing Skills
• Proficiency in relevant software applications
• Knowledge of GoJ Customer Service Policies & Procedures
• Strong oral communication skills
• Strong written communication skills
• Customer- and quality-focused approach
• Effective teamwork and collaboration skills
• Demonstrates initiative and accountability
• Effective management of the client interface
• Methodical and well-organized approach to work