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Customer Services Officer (GMG AM 1)

Date Posted
24th August 2017
Reference
VAC-26698
Sector
Customer Service & Call Centre
Job Type
Permanent
Location
Kingston
Salary
Not Disclosed

Job Summary

The incumbent establishes and maintains a professional relationship with Ministry of Justice Customers, ensuring that all customers’ queries and complaints are met, and acts as one of the resource persons for the Ministry’s Customer Charter.

Job Description

KEY OUTPUTS

  • Information and assistance given to customers;
  • Customers’ complaints and concerns addressed;
  • Customer Service Coordinator advised of challenges;
  • Reports prepared and submitted;
  • Updated Computerized Registry;
  • Customer Satisfaction survey administered.

 

KEY RESPONSIBILITY AREAS

  • Acknowledges and assist customers;
  • Provides information on services offered by the Ministry;
  • Answers and provides information to customers on numbers/toll free lines;
  • Attends to customers’ complaints and concerns;
  • Refers unresolved customer’ complaints to Customer Services Coordinator for further investigation;
  • Informs Customer Service Coordinator of gaps, shortcomings, challenges experienced in delivery of service;
  • Prepares reports on the service delivery;
  • Maintains a computerized registry of customers’ requests/queries/ suggestions;
  • Makes recommendations for the improvement of Ministry’s website;
  • Administers customer satisfaction surveys;
  • Research information to satisfy customer queries;
  • Assists with the analysis customer satisfaction survey;
  • Performs any other duties as assigned.

 

PERFORMANCE STANDARDS

  • Customer complaints and concerns addressed in accordance with the Ministry’s Customer Charter and within t agreed timeframe;
  • Accurate and complete information given to customers/Customer Coordinator in the agreed timeframe;
  • Computerized registry of customer enquiries/requests is updated in the agreed format and timeframe;
  • Accurate reports prepared and submitted within established guidelines and agreed timeframe;
  • Cordial, professional and aesthetically pleasing customer service environment maintained in accordance w established standards;
  • Confidentiality and integrity are exercised in the performance of duties.

 

REQUIRED COMPETENCIES

Core Competencies

  • Oral Communication
  • Written Communication
  • Integrity    
  • Team Work & Cooperation
  • Initiative    
  • Compliance            
  • Time Management
  • Interpersonal
  • Adaptability            

 

Technical/Functional Competencies

  • Use of Technology
  • Managing External Relationships
  • Planning and Organising
  • People Management

 

Other Competencies

  • Good human relations skills
  • Thorough knowledge of Ministry services

 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

(a)   Specific knowledge (however acquired) required to start:

(b)   Qualifications and Experience

  • Certificate in Business management/Administrate;
  • Customer Service training;
  • Three (3) years’ experience in customer service or related field.

(c)   Continuous Professional Development

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

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