Customer Service Officer (Level 4)

Summary

To assist in protecting Jamaica’s borders and safeguarding of its citizens’ identity by providing guidance and information on the Agency’s products and services, while maintaining compliance with relevant laws/regulations, completeness and accuracy. 💰Salary: $2,803,771 JMD per annum

Responsibilities

• • Answers calls to the Contact Centre professionally; Responds to customer queries and complaints as per the quality assurance guidelines
• • Utilizes available sources of information to consistently provide current and correct information to customers, as required
• • Handles, resolves or escalates customer complaints as per our complaints management process
• • Route/escalate inbound calls to the appropriate areas as per guidelines in our quality assurance checklist
• • Updates relevant database/systems/ logs with details of queries/complaints as required
• • De-escalate situations involving dissatisfied customers
• • Guides customers through troubleshooting, navigating the company’s resources to provide relevant solutions and information as required
• • Conducts the required security validation of callers to verify identity as per SOP guidelines

Required Skills

• Technical competencies:

  • • Sound knowledge of the policies and procedures for processing applications
  • • Working knowledge of laws and regulations governing Citizenship, Immigration and Passports in Jamaica including the Jamaican Nationality Act
  • • Sound knowledge of the Operations of the PICA and its affiliates (missions and High Commissions as well as Regional Offices.
  • • Sound knowledge of Computer Applications to include word processing and spreadsheet
  • • Intermediate level report writing skills

• Core Competencies:

  • • Good customer service and interviewing skills
  • • Good analytical, critical thinking and decision making skills
  • • Sound interpersonal skills, including handling conflicts, listening globally and interpret appropriately intended messages within the context of language, cultural and “noise” in the environment
  • • Ability to communicate effectively both orally and in writing
  • • Good telephone etiquette
  • • Demonstrated flexibility to work in alternative roles and shifts
  • • Ability to work on own initiative within the parameters of policies, procedures and regulations
  • • Ability to use policies, procedures and laws to make decisions
  • • Demonstrated resilience in working with difficult customers
  • • The ability to perform multiple tasks at once
  • • Adaptable to sudden changes as the needs of the Unit demands

Qualifications

• • Diploma in Public Administration, Management Studies, Business Administration or equivalent qualifications
PLUS
• • Three (3) years’ work experience in customer service environment

Additional Information and Instructions

• Special conditions associated with the job:

  • • Long hours of sitting or standing
  • • Will be required to work on a flexible scheduled/shift system
  • • Occasionally required to work beyond normal working hours during peak season
  • • Normal office environment
  • • Will participate in the cross-training initiative within the Unit
  • • Continuous Face-to-face customer interface when working on the frontline

For all general job applications, kindly send résumés and application letters to 📧 recruitment@pica.gov.jm. If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to submit your applications accompanied by detailed resume to: Director, Human Resources (Assigned) Passport Immigration & Citizenship Agency, 8 Waterloo Road, Kingston 10 ℹ️ Click Apply Now for the direct application link 🔗 Please indicate the name of the post that you are applying for in the subject line THURSDAY, JULY 31, 2025 @ 5:00 P.M. No hand delivered application will be accepted

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