Job Information
Senior Customer Service Officer (GMG/AM 3)
Company Information
Job Information
Description
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
Ministry of Economic Growth and Job Creation
Category
Customer Service
Posted
23-07-2024
Job Status
Start Publishing
23-07-2024
Stop Publishing
30-07-2024
Applications are invited for the following post in the Ministry of Economic Growth and Job Creation: Senior Customer Service Officer (GMG/AM 3) (Vacant) - Customer Service Branch, salary $2,190,302 - $2,945,712 per annum.
Job Purpose
Under the direction of the Manager, Customer Service, the Senior Customer Service Officer, is responsible for providing support and assistance in the collection and analysis of data and the preparation of relevant reports for monitoring and evaluation of the Ministry’s Customer Service Programme.
Key Responsibilities
Technical/Professional:
- Assists the Manager, Customer Services to collect data, analyze and report on feedback from the Ministry’s Mystery Shopper Programme;
- Assists the Manager, Customer Services with the evaluation of the Customer Service Training/Sensitization Sessions (Head Office, Outstations, Departments and Agencies), in collaboration with the Human Resource Development Unit;
- Assists the Manager, Customer Services with evaluation of the quality of products and service offerings of the Ministry, its portfolio agencies and departments;
- Assists with the deployment and collection of internal and external Customer Service surveys to determine customer satisfaction;
- Assists with the analysis of the data;
- Updates the Customer Service Monitoring and Evaluation database with relevant data as new information becomes available;
- Collates reports to support the Manager, Customer Services with preparation of the Customer Service;
- Develops and submits Monitoring and Evaluation and Customer Monitoring reports on a monthly, quarterly, half-yearly and annual basis;
- Provides support to the Manager with the development and execution of relevant customer service research;
- Assists with the set-up and logistics of focus groups meetings, gatherings and other sessions to garner feedback from relevant customers;
- Distributes information and solutions to customers through a variety of modes;
- Receives and evaluates complaints and decide how complaints are to be resolved;
- Maintains the computerized system of recording and processing queries;
- Updates and makes available technical listings and related information;
- Requests files through the Documentation Centre and for processing;
- Prepares and submits Individual Performance Plans for management of individual tasks.
Required Knowledge, Skills, and Competencies
Core:
- Good oral and written communication skills;
- Customer and quality centric;
- Teamwork and co-operation skills;
- Ability to work on own initiative;
- Managing the client interface;
- Methodical;
- Excellent decision-making and problem-solving skills.
Technical:
- Good Data Entry skills;
- Good Report Writing skills;
- Proficiency in relevant software applications;
- Knowledge of GOJ Customer Service Policies and Procedures.
Minimum Required Qualification and Experience
- Associate Degree in Management Studies or Public Administration or related field;
- Two (2) years’ experience in supporting data collection and analysis;
- Training in Customer Service Excellence;
- Familiarity in using databases;
- Familiarity with statistical tools is an asset.
OR - Diploma/Certificate in Management Studies or Public Administration or related field;
- Three (3) years’ experience in supporting data collection and analysis;
- Training in Customer Service Excellence;
- Familiarity in using databases;
- Familiarity with statistical tools is an asset.
Applications accompanied by résumés should be submitted no later than Monday, 29th July, 2024 to:
Senior Director,
Human Resource Management and Development
Ministry of Economic Growth and Job Creation
7th Floor, The Towers
25 Dominica Drive
7th Floor, The Towers
25 Dominica Drive
Kingston 5
Email: human.resources@megjc.gov.jm
Please note that only shortlisted applicants will be contacted.
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