Role Summary

The successful applicant will  ensure that all customer service queries are recorded and answered efficiently and in a professional and timely manner.

Main Responsibilties

1. Serve as the first point of contact and liaison of clients and the Customer Service Care Centre.
2. Monitor telephone, social media accounts, the Centre’s established email account(s) and the SeeClickFix and Government Appointment Systems to accurately address customer questions and concerns.
3. Follow communication scripts when addressing various topics to ensure a consistent level of service.
4. Inform clients by explaining procedures, answering relevant questions and providing accurate information.
5. Answer, screen and transfer calls, emails, and messages appropriately; record queries and messages and distribute them to the appropriate functional area or officers to ensure timely and adequate flow of information.
6. Report to the relevant Ministerial Service Specialist on complex customer matters to ensure that they are resolved within an appropriate timeframe.
7. Input updated information into the SeeClickFix and Government Appointment Systems in order to record and monitor the progress of queries.
8. Follow up with departments, ministries and agencies to ensure that reported customer concerns and issues are addressed timely.
9. Attend meetings and training sessions to stay informed.
10. Perform any other related duties as required by Customer Service Manager in order to contribute to the effectiveness and efficiency of the Centre

Minimum Qualifications

• High School Diploma or equivalent
• Certification/Diploma related to customer service or information management
• Three (3) years’ working experience, with at least three (3) years’ experience in a customer service environment
• Good knowledge of Government structure, policies, procedures and services
• Good knowledge of the structures, processes and services of essential statutory agencies
• Ability to maintain strict levels of confidentiality and demonstrate values and principles of integrity
• Sound oral and written communication skills
• Basic knowledge of the use of standard office equipment
• Basic knowledge of relevant computer software applications
• Good knowledge of general office procedures
• Good time management and organisational skills
• Expert customer relationship management and telephone etiquette skills
• Ability to work well under pressure
• Ability to deal with difficult customers in a calm and professional manner
• Good interpersonal skills and ability to work as a team player