Customer Care Officer (GMG/AM3), Spanish Town Hospital

JOB PURPOSE

Under the direction of the Coordinator, Customer Care (GMG/SEG1)/Operations Manager (GMG/SEG 2), at the assigned institution, the Customer Care Officer (GMG/AM 3) is responsible to:  

• Assist the general public in all aspects of their interaction with the Organization with the objective of achieving the mandate of the organization.  
• Manage customer inquiries and complaints and interact with customers to provide and process information.  

KEY OUTPUTS

• Customer enquiries and complaints addressed  
• Portfolio of MDA’s products and services maintained  
• Customer Service Training and Sensitization sessions executed  
• Customer Service Evaluation Framework developed and implemented  
• Mystery Shopper Programme implemented  
• Customer Service Balanced Scorecard monitored  
• Help desk services implemented  
• Customer Service Improvement Plan monitored  
• Customer feedback collected and collated  
• Research on Customer Service Programmes conducted  
• Customer Service Training & Sensitization Programme evaluated  
• Help Desks Services evaluated  
• Internal Customer Satisfaction Surveys conducted  
• External Customer Service Surveys developed and conducted  
• Customer Service M&E Reports developed  
• Information disseminated  
• Contact maintained with Divisions/Directors  
• E-mails downloaded and forwarded  
• Reports prepared  
• Research conducted and information provided  
• Logs completed and reports produced  
• Customer Service Database updated  

KEY RESPONSIBILITIES

Technical/Professional Responsibilities:  

• 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 organization’s products and services  
• Maintains portfolio of the business processes of all services of the organization  
• Maintains database on key customers of the organization and tracks customer interface with the organization  
• 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  
• In collaboration with the Communications Unit, updates relevant Notice Boards and the Libraries with information relevant to the customers  
• 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 customer 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 other related duties that may be assigned from time to time.  

KEY PERFORMANCE STANDARDS

• Progress Reports on Customers Complaints submitted within agreed timeline  
• Weekly Customer logs submitted within agreed timeline  
• Progress Report on updates to Customer Database submitted within agreed timeline  
• Quarterly Register of Products and services submitted within agreed timeline  
• Presence of database for key business processes of all services of the MDA and its agencies  
• Monthly Customer Service Reports submitted within agreed timeline  

AUTHORITY

• Nil  

REQUIRED KNOWLEDGE, SKILLS AND COMPETENCIES

Core Competencies:  

• Oral Communication Skills  
• Written Communication Skills  
• Interpersonal Skills  
• Customer & Quality Focus  
• Planning & Organizing  
• Teamwork and Cooperation skills  
• Tact & Diplomacy  
• Managing the client interface  

Technical Competencies:  

• Database Entry  
• Report Writing Skills  
• Proficiency in relevant Software Applications  
• Knowledge of the MDA’s Policies & Procedures  
• Knowledge of GOJ Customer Service Policies & Procedures  

MINIMUM REQUIRED QUALIFICATION AND EXPERIENCE

• Diploma in Management Studies, Public Administration, Personnel Management, Business Administration  
• At least two (2) years in Customer Service or performing related functions  
• Knowledge of Customer service principles and practices