NEW JOBS

Customer Care Officer (Kingston, Jamaica) - Cannabis Licensing Authority

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Job Purpose:
Under the direction of the Director, Human Resource Management and Development (GMG/SEG 3), the Customer Care Officer (GMG/AM 3), is responsible to assist the general public in all aspects of their interaction with the Authority with the objective of achieving the mandate of the Cannabis Licensing Authority (CLA). The incumbent will also manage customer inquiries and complaints and interact with customers to provide and process information.


KEY RESPONSIBILITIES

Technical/Professional Responsibilities
  • Serves as liaison between Divisions/Units and the customers
  • Responds to customer requests/enquiries
  • Directs requests/enquiries to appropriate staff
  • Deals with customer enquiries or complaints by phone, post, email or direct interaction
  • Follows-up on customer enquiries not immediately resolved
  • Provides customers with product and service information
  • Maintains portfolio of the business processes of all services of the Authority
  • Maintains database on key customers of the Authority and tracks customers interface with the Authority
  • Foresees possible delays or complications and plans strategies to avoid or minimize them
  • Analyzes situations to determine the best use of resources
  • Records details of issues and action taken
  • Identifies, researches and resolves customer issues using the computer system
  • Recommends new systems, procedures or working practices to improve customer service efficiency
  • Recognizes documents and alerts the relevant staff of trends in customer calls
  • Completes call logs and reports
  • Collates information and prepares monthly/quarterly and annual reports
  • Maintains a log of customers complaints and queries
  • Communicates with internal divisions on customer service issues
  • Maintains the right style and matches customer pace
  • Minimum Required Qualification and Experience
  • Diploma in Management Studies, Public Administration, Personnel Management, Business Administration
  • At least two (2) years in Customer Service or performing related functions
  • Knowledge of Customer service principles and practices.

Salary range $ 1,343,621.00 to 1,597,143.00 per annum plus any allowances attached to the post.    

Applications along with resumes should be submitted no later than Friday, November 11, 2019 to:

Director, Human Resource Management and Administration

Cannabis Licensing Authority

4TH Floor, Pan Jam Building,

60 Knutsford Boulevard 5


NB: Only shortlisted applicants will be contacted.



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