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.

Senior Director (Kingston, Jamaica) - Forestry Department

 The Forestry Department is an Executive Agency mandated to effectively manage the country's forest resources while serving the interests of our public. Suitably qualified and experienced candidates are being invited to apply for the following position:

• Senior Director, Infrastructure, Facilities and Documentation - Contract - three (3) years (Level 7)

Visit our website at www.forestry.gov.jm for details. 

Applications along with resumes should be submitted no later than Friday, June 16, 2023 to:

Senior Director, Human Resource
Management and Development,
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.

Customer Service, Collections Officer, Agroforester (Kingston, Jamaica) - Forestry Department

The Forestry Department is an Executive Agency mandated to effectively manage the country's forest resources while serving the interests of our various publics. Suitably qualified and experienced candidates are being invited to apply for the following positions:

Agroforester (Level 6)

2 Positions: Eastern Zone (1 position - based in Kingston); Western Zone (1 position - based in St. Ann)

Basic Salary: $1,758,815.00 - $2,183,484.00 per annum, plus applicable allowance.

Customer Service Officer (Level 5)

Basic Salary: $1,297,030.00 - $1,606,455.00 per annum. 

Collections Officer (Level 4)

Basic Salary: $1,190,884.00 - $1,473,572.00 per annum.

Visit our website at www.forestry.gov.jm for details.

Applications along with resumes should be submitted no later than Friday, May 27, 2022 to:

Senior Director, Human Resource,

Management and 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.