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The incumbent operates a multi-line telephone system to answer incoming calls, directs callers to appropriate personnel; receive, log and distribute incoming mail to the various departments; provide information/guidance to clients/visitors.

The incumbent manages customer interactions by responding to inquiries, resolving issues, maintaining service portfolios and databases, tracking trends, updating information, and recommending improvements for efficient customer service delivery.

The incumbent manages the Ministry’s Customer Service Outreach Programme, overseeing service expectations, customer interaction, complaints, and delivery, while coordinating with internal and external stakeholders to enhance service quality.

Coach the reps who are putting in the work Hold the rest accountable Make sure leads are moved through the system correctly and consistently