Customer Service Officer (Kingston, Jamaica) - Forestry Department

 

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;

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

Special conditions associated with the job:

• Office environment;
• All island travel (as required);
• Occasionally in forest environments;
• Challenging interpersonal situations.

Applications along with résumés should be submitted no later than Friday, May 16,
2025 to:
Senior Director, Human Resource Management & Development
Forestry Department
173 Constant Spring Road
Kingston 8
Email: hrmd.fd@gmail.com
We thank all persons who express an interest; however, only short-listed applicants will be contacted.