Job Information
Job Information
Description
New!
Customer Care Representative (GMG/AM 3)
Company Information
Company
Government of Jamaica
Website
http://bit.ly/GOJJobListing
Contact Name
Office of the Services Commission
Contact Email
communications@osc.gov.jm
Job Type
Full-time
Department
Executive Agency
Category
Customer Service
Posted
12-02-2025
Job Status
Start Publishing
12-02-2025
Stop Publishing
17-02-2025
Applications are invited the following posts in the Ministry of Science, Energy, Telecommunications and Transport (MSETT): Customer Care Representative (GMG/AM 3) (Not Vacant) (Government Electrical Regulator) - Customer Affairs Division/Unit
Salary range $2,190,302 - $2,945,712 per annum.
Job Purpose
Reporting to the Manager, Customer Affairs, the Customer Care Representative is responsible for facilitating the effective delivery of customer care support, which includes handling customers’ queries, directing calls appropriately and logging interactions with customers.
Key Responsibilities
Technical/Professional:
- Provides advice on the GER and directs customers based on nature of the call;
- Receives customer queries and service requests via the various media (i.e. telephone, e-mail, electronic system, etc.);
- Ensures customers are properly directed based on enquiries and that appropriate follow-up is done;
- Logs customer interactions, transactions, complaints and comments;
- Records Frequently Asked Questions (FAQs) submits FAQ to supervisor and updates relevant database with the FAQs;
- Assists with the administration of customer satisfaction surveys;
- Assists with the monitoring of trends based on calls, issues and queries, and through these tools, makes recommendations on how to improve the quality of service;
- Prepares and reviews reports, as required;
- Keeps abreast of developments in the field of customer care management;
- Performs any other related duties consistent with the category, nature, functions and objectives of the job.
Required Knowledge, Skills and Competencies
Core:
- Excellent oral and written communication skills
- Excellent customer service skills
- Excellent interpersonal skills
- Ability to work well in a team as well as alone
- Good analytical skills
- Results oriented
- Good problem-solving and decision-making skills
Technical:
- Good organizational skills
- Detail oriented
- Database entry
- Report writing skills
- Knowledge of the MDA’s Policies and Procedures
- Knowledge of GOJ Customer Service policies and procedures
- Ability to work under pressure and maintain a calm, professional demeanour
Minimum Required Qualification and Experience
- Associate Degree in Management Studies, Business Administration or other related field;
- Two (2) years in Customer Service or performing related functions.
Applications accompanied by résumés should be submitted no later than Tuesday, 18th February, 2025 to:
The Permanent Secretary
Ministry of Science, Energy, Telecommunications and Transport
PCJ Building
36 Trafalgar Road,
Kingston 10
PCJ Building
36 Trafalgar Road,
Kingston 10
Email: hr@mtw.gov.jm
Please note that only shortlisted applicants will be contacted.
Applications should include the names and positions of two (2) senior persons who can provide a character and work-related reference.
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