Customer Care Officer (Kingston, Jamaica) - Ministry of Science, Energy & Telecommunications & Transport

 

Acts as a liaison between Divisions/Units and customers, handling requests, directing inquiries, resolving complaints, maintaining portfolios, databases, and customer records, aiming to enhance overall service efficiency.

Location: Kingston, Jamaica

Salary & Benefits: $1,984,305 - $2,668,670 per annum

Job Purpose

Under the general direction of the Manager, Customer Care, the Customer Care Assistant is responsible for assisting the general public in all aspects of their interaction with the Ministry with the objective of achieving the mandate of the Ministry. The incumbent will also manage customer inquiries and complaints and interact with customers to provide and process information.

Key Responsibilities

Technical/Professional:

• 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 MDA’s products and services;
• Maintains portfolio of the business processes of all services of the MDA and its Agencies;
• Maintains database on key customers of the MDA and tracks customers interface with the MDA;
• 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;
• Updates relevant Notice Boards and the Libraries with information relevant to the customers in collaboration with the Corporate Communication and Public Relations Unit;
• 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;
• Participates in Quarterly Meetings of the Intra-Ministerial Customer Service Team and prepares relevant Minutes and reports;
• Performs any other related duties that may be assigned from time to time.

Required Knowledge, Skills and Competencies

Core:

• Good oral and written communication skills;
• Good interpersonal skills;
• Customer and quality focus skills;
• Good planning and organising skills;
• Teamwork and co-operation skills;
• Tact and Diplomacy;
• Managing the client interface.

Technical:

• Database entry skills;
• Report Writing skills;
• Proficiency in relevant software applications;
• Knowledge of the MDA’s policies and procedures;
• Knowledge of GOJ Customer Service policies and procedures.

Applications should be emailed to hr@mtw.gov.jm to the attention of:

Director, Human Resource Management and Development,

Ministry of Science, Energy, Telecommunications and Transport,

PCJ Building, 36 Trafalgar Road,

Kingston 10.