Salary Scale: $2,190,302.00 per annum
JOB PURPOSE
Under the direction of the Manager, Customer Care, the Customer Care Officer (GMG/AM 3), is responsible to assist the general public in all aspects of their interaction with the Ministry with the objective of achieving the mandate of the Ministry. The incumbent will also 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 secessions executed
- 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
- Database developed and maintained of key business processes for all services of the Ministry and its agencies
KEY RESPONSIBILITY AREAS INCLUDE:
- 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 MDA’s products and services
- Maintains portfolio of the business processes of all services of the MDA and its agencies
- Maintains database on key customers of the MDA and tracks customers interface with the MDA
- 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 Corporate & Public Relations 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 customers 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 prepare relevant minutes and reports
- Performs other related duties that may be assigned from time to time
MINIMUM REQUIRED EDUCATION 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
Applications with résumés are to be submitted no later than July 5, 2024, to:
Director
Human Resource Management & Development
Ministry of Health
10A Chelsea Avenue
Kingston 10
The Ministry of Health thanks all applicants for their interest; however, please note that only short-listed candidates will be contacted.