Customer Care Representative (GMG/AM 3)

Summary

Reporting to the Manager, Customer Affairs, the Customer Care Representative is responsible for facilitating the effective delivery of customer care support, which includes handling customers’ queries, directing calls appropriately and logging interactions with customers. 💰Salary range $2,190,302 - $2,945,712 JMD per annum.

Responsibilities

• • Provides advice on the GER and directs customers based on nature of the call;
• • Receives customer queries and service requests via the various media (i.e. telephone, e-mail, electronic system, etc.);
• • Ensures customers are properly directed based on enquiries and that appropriate follow-up is done;
• • Logs customer interactions, transactions, complaints and comments;
• • Records Frequently Asked Questions (FAQs) submits FAQ to supervisor and updates relevant database with the FAQs;
• • Assists with the administration of customer satisfaction surveys;
• • Assists with the monitoring of trends based on calls, issues and queries, and through these tools, makes recommendations on how to improve the quality of service;
• • Prepares and reviews reports, as required;
• • Keeps abreast of developments in the field of customer care management;
• • Performs any other related duties consistent with the category, nature, functions and objectives of the job.

Required Skills

• Core:

  • • Excellent oral and written communication skills
  • • Excellent customer service skills
  • • Excellent interpersonal skills
  • • Ability to work well in a team as well as alone
  • • Good analytical skills
  • • Results oriented
  • • Good problem-solving and decision-making skills

• Technical:

  • • Good organizational skills
  • • Detail oriented
  • • Database entry
  • • Report writing skills
  • • Knowledge of the MDA’s Policies and Procedures
  • • Knowledge of GOJ Customer Service policies and procedures
  • • Ability to work under pressure and maintain a calm, professional demeanour

Qualifications

• • Associate Degree in Management Studies, Business Administration or other related field;
• • Two (2) years in Customer Service or performing related functions.

Additional Information and Instructions

Applications accompanied by résumés should be submitted no later than Tuesday, 18th February, 2025 to: The Permanent Secretary Ministry of Science, Energy, Telecommunications and Transport PCJ Building, 36 Trafalgar Road Kingston 10 ✉️ Email: hr@mtw.gov.jm ℹ️ Subject: Customer Care Representative (GMG/AM 3) ⚠️ Note: Only shortlisted applicants will be contacted.

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