Senior Customer Service Officer

Key Outputs

• Customers’ queries/needs evaluated 
• Customers' queries routed to the relevant Division/Unit/Officer 
• Electronic searches conducted 
• Certification (of titles) requested 
• Invoices (for certification and copying) prepared 
• Correspondence logged, batched, and submitted to Supervisor 
• Reports prepared and submitted to Supervisor 

Key Responsibilities:

• Processes requests of walk-in, telephone or online customers in keeping with the Agency’s standard operational procedures 
• Addresses customers’ queries, complaints and requests as they relate to products and services 
• Guides walk-in customers regarding the completion of relevant forms
• Pre-checks documents to ensure compliance with the formal procedures and legal requirements 
• Participates in the preparation of routine correspondence to customers
• Acts as liaison between customers and other Divisions/Branches 

Other Responsibilities 

• Performs other related duties that may be assigned from time to time by the Supervisor 

Required Competencies/Skills

The job-holder will be able to demonstrate: 

• Excellent oral and written communication skills with strong interpersonal skills
• Excellent planning, organising and problem solving skills 
• Excellent time management skills 
• Competence in the use of word processing, spread sheet and other relevant software
• Excellent team spirit
• Politeness, courtesy and tact in dealing with customers 
• Ability to work effectively in a highly stressed environment 
• Sound Work Ethics 

Minimum Qualifications and Experience

• An Associate Degree in Business Administration/Studies, Communication or related field
• Five (5) CXC/GCE O’ Level subjects including English Language and a numeric subject
• Three (3) years related working experience 

We appreciate all responses, but only short-listed applicants will be contacted.