Customer Service Officer (GMG/AM 1)

Key Responsibilities

Technical/Professional: 

• Logs visitors in and out of the Ministry and issues security pass; 
• Screen and directs customers and calls to the relevant officers; 
• Resolves complaints and refers grievances to the designated Divisions for investigation;
• Follows-up on complaints received by the Ministry to ensure that issues are resolved;
• Responds to customers’ enquiries regarding the services provided by the Ministry, or directs queries to the relevant Departments, Agencies or Local Authorities;
• Resolves customers’ enquiries as it relates to service standards; 
• Monitors Suggestion Box to ensure that complaints/suggestions are noted and dealt with;
• Participates in conducting customer service survey to ascertain the quality of service which is being extended to the public; 
• Attends Customer Service workshops organized by the Public Sector Modernization Unit for Customer Service Officers within the Local Authorities. 
• Performs other duties and responsibilities that may be assigned from time to time. 

Required Knowledge, Skills and Competencies

Core: 

• Excellent oral and written communication skills; 
• Good interpersonal skills; 
• Good customer quality focus; 
• Good integrity/ethics exercised in the performance of duties; 

Functional: 

• Good knowledge of the services provided by the Ministry, and its portfolio responsibilities;
• Sound knowledge of the Citizen’s Charter; 
• Proficiency in the relevant computer applications; 
• Good decision-making skills; 
• Good judgment and initiative 

Minimum Required Qualification and Experience

• Certificate/Diploma in Customer Service from a recognized Tertiary Institution;
• One (1) year experience in a similar capacity.

Please note that only shortlisted applicants will be contacted.