Customer Service Manager (GMG/SEG 2)

Job Purpose

Reporting to the Director, Corporate Services, the Customer Service Manager is responsible for the co-ordination and implementation of the Ministry’s Customer Service Outreach Programme. The Customer Service Manager is responsible for co-ordinating and facilitating the value chain elements of Service Expectation Identification; Service Awareness Creation; Direct Customer Interface; Complaints Management and Service Delivery Operations 

Key Responsibilities

Management/Administrative: 

• Develops the Unit’s Operational Plans to be incorporated in the Corporate Services Division’s Operational Plan; 
• Develops the Unit’s Annual Budget and manages expenditure within approved Budget ceilings; 
• Develops and submits the Unit’s monthly, quarterly, half-yearly and Annual Reports for relevant internal and external stakeholders of the Ministry; 
• Represents the Division at meetings, seminars, workshops, conferences and other fora; 
• Liaises with the Cabinet Office and any other entity, public or private, involved in the planning, development and implementation of Customer Service initiatives; 
• Participates in quarterly meetings of the Intra-Ministerial Customer Service Team and prepares relevant Minutes and reports. 

Technical/Professional: 

• Develops and reviews Customer Service policies and procedures to guide the operations of front desk personnel stationed at Headquarters and the overseas Missions; 
• Optimizes customer service performance by maintaining Help-Desk Database Tracking System and analyses reports generated, as requested; 
• Makes recommendations to improve service quality; 
• Provides technical advice, resolves customer problems in a timely manner, and disseminates advisories/updates on new techniques, as necessary; 
• Maintains a database of Customer Service best practices and establishes benchmarks for service delivery in the Ministry; 
• Develops, recommends and implements new systems, procedures or working practices to improve customer service efficiency; 
• Develops, collates and distributes Customer Service publications and articles to maintain awareness of standards and customer expectations; 
• Monitors the Complaints Management System to resolve customer complaints promptly;
• Monitors Service Level Standards focused on response times and issues resolution; 
• Assists with the design and delivery of Customer Service Training and Sensitization Workshops for the Ministry’s staff (Headquarters and 19 overseas Missions); 
• Develops and administers customer satisfaction surveys to obtain feedback from the Ministry’s stakeholders regarding the quality of services provided; 
• Analyzes the findings and makes recommendations to improve service delivery; 
• Conducts operational audits and evaluations to ensure that procedures and standards are being adhered to, including the Ministry’s Citizens’ Charter. 

Human Resource: 

• Supervises the daily operations of the Unit; ensures staff welfare and training needs are addressed; 
• Provides oversight of the front desk personnel at the Ministry’s Headquarters including Telephone Operators and Receptionists; 
• Monitors and evaluates the performance of direct reports; prepares Performance Appraisal Reports for review by the Director, Corporate Services; 
• Provides leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring and coaching; 
• Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Unit’s/Division’s goals; 
• Performs any other related duties that may be assigned from time to time. 

Required Knowledge, Skills and Competencies

Core: 

• Excellent oral and written communication skills; 
• Good people management skills; 
• Excellent social and interpersonal skills; 
• Must be customer and quality focussed; 
• Strong time management, planning and organizing skills; 
• Excellent leadership, networking and relationship building skills; 
• Sound judgement, decision-making and problem-solving skills; 
• Integrity and confidentiality. 

Technical: 

• Strong customer service orientation; 
• Help desk management skills; 
• Knowledge of research methods and data analysis skills; 
• Training and facilitation skills; 
• Good research and analytical skills; 
• Knowledge of the Ministry’s policies and procedures; 
• Knowledge of GOJ Customer Service policies and procedures; 
• Knowledge of the Ministry’s Vision and Mission Statements; 
• Proficient in Microsoft Office Suite (Word, Excel, Outlook and PowerPoint). 

Minimum Required Qualification and Experience

• Bachelor’s Degree in Business Administration or Management or related field;
• Two (2) years’ experience in Customer Service; 
• Experience with call centres and help desk environments would be an asset. 

Please note that only shortlisted applicants will be contacted.