Customer Service Officer

Customer Service Officer

Full Description:

CUSTOMER SERVICE OFFICER (LEVEL 5)

Basic salary   $2,803,771.00 per annum

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:

Minimum Requirements

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

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