Customer Care Officer (GMG/AM3)​​​​​

Summary

Under the direction of the Coordinator, Customer Care (GMG / SEG 1) /Operations Manager (GMG/SEG 2), at the assigned institution, the Customer Care Officer (GMG/ AM 3), is responsible to:- Assist the general public in all aspects of their interaction with the Organization with the objective of achieving the mandate of the organization. Will also manage customer inquiries and complaints and interact with customers to provide and process information.

Responsibilities

• Key Outputs:

  • • Customer enquiries and complaints addressed
  • • Portfolio of MDA's products and services maintained
  • • Customer Service Training and Sensitization sessions executed
  • • Customer Service Evaluation Framework developed and implemented
  • • Mystery Shopper Programme implemented
  • • Customer Service Balanced Scorecard monitored
  • • Help desk services implemented
  • • Customer Service Improvement Plan monitored
  • • Customer feedback collected and collated
  • • Research on Customer Service Programmes conducted
  • • Customer Service Training & Sensitization Programme evaluated
  • • Help Desks Services evaluated
  • • Internal Customer Satisfaction Surveys conducted
  • • External Customer Service Surveys developed and conducted
  • • Customer Service M&E Reports developed
  • • Information disseminated
  • • Contact maintained with Divisions/Directors
  • • E-mails downloaded and forwarded
  • • Reports prepared
  • • Research conducted and information provided
  • • Logs completed and reports produced

• Technical/Professional:

  • • 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 organization products and services
  • • Maintains portfolio of the business processes of all services of the organization
  • • Maintains database on key customers of the organization and tracks customers interface with the organization
  • • 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 Communications 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.

• Key Performance Standards:

  • • Progress Reports on Customers Complaints submitted within agreed timeline
  • • Weekly Customer logs submitted within agreed timeline
  • • Progress Report on updates to Customer Database submitted within agreed timeline
  • • Quarterly Register of Products and services submitted within agreed timeline
  • • Presence of database for key business processes of all services of the MDA and its agencies
  • • Monthly Customer Service Reports submitted within agreed timeline

Required Skills

• Core Competencies:

  • • Oral Communication Skills
  • • Written Communication Skills
  • • Interpersonal Skills
  • • Customer & Quality Focus
  • • Planning & Organizing
  • • Teamwork and Cooperation skills
  • • Tact & Diplomacy
  • • Managing the client interface

• Technical Competencies:

  • • Database Entry
  • • Report Writing Skills
  • • Proficiency in relevant Software Applications
  • • Knowledge of the MDA's Policies & Procedures
  • • Knowledge of GOJ Customer Service Policies & Procedures

Qualifications

• • 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

Additional Information and Instructions

Applications with curricula vitae are to be submitted to: South East Regional Health Authority The Director Human Resource Management & Industrial Relations South East Regional Health Authority The Towers, 2nd Floor 25 Dominica Drive Kingston 5​ All applications should be submitted via email to employment@serha.gov.jm or recruitmentserha2023@gmail.com. The deadline for submission is Friday, April 11, 2025. ​​​🔑 Please include the job title in the subject line of your email. We thank all applicants for their interest. However, only those shortlisted will be contacted.

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