Customer Care Assistant (GMG/AM 1)

Job Purpose

Under the general direction of the Manager, Customer Care, the Customer Care Assistant is responsible for assisting the general public in all aspects of their interaction with the Post and Telecommunications Department (PTD) as the first line of contact to assist with customer inquiries and complaints and interact with customers to provide and process information. The incumbent will also provide an effective and efficient communication system both internally and externally. 

Key Responsibilities

Technical/Professional: 

• Greets and welcomes visitors to the PTD and directs them to the appropriate office/officer;
• Ensures courteous treatment of all staff and visitors to the PTD and via telephone;
• Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures); 
• Provides accurate information in-person and via phone/email; 
• Customers’ enquiries and complaints recorded and dealt with; 
• Researches, compiles and delivers information to the Customer Care Officers and Unit Head; 
• Receives all incoming calls, identifies the officers required and connects callers to the appropriate extensions; 
• Answers calls from extensions, dials numbers requested and connects callers to their requested number; 
• Takes and relays messages promptly; 
• Reports faults and defects to Unit Head and service providers; 
• Maintains contact with Branch’s/Directors/Outstations for smooth flow of information;
• Advises cashier and other staff members on the amount owing for private calls;
• Reconciles monthly bills and submits particulars relating to payments of all charges in the telephone register; 
• Maintains office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges); 
• Ensures that systems, procedures and working practices are implemented accurately in accordance with the established format; 
• Ensures that a professional attitude and deportment are displayed at all times;
• Maintains the PTD’s corporate image at all times; 
• Reports faults and defects to relevant officers in a timely manner; 
• Displays professionalism, confidentiality and good deportment at all times. 
• Greets and welcomes customers to the Department and directs them to the appropriate office/officer or respond to their queries; 
• Receives and distributes packages and articles of mail delivered; 
• Delivers courteous treatment of all staff and visitors to the Department;
• Ensures the Reception Area is welcoming with all necessary stationery and material (pens, forms, brochures etc.); 
• Manages the customers’ enquiries and complaints and has them recorded;
• Maintains professionalism and courteous conduct at all times; 
• Maintains the PTD’s corporate image. 

Required Knowledge, Skills and Competencies

Core 

• Oral communication 
• Written communication 
• Customer and Quality Focus 
• Integrity 
• Problem Solving & Decision Making 
• Interpersonal Skills 
• Goal/Results Oriented 
• Initiative 
• Impact and Influence 
• Teamwork and Cooperation 
• Compliance 
• Adaptability 

Technical/Functional 

• Analytical Thinking Skills 
• Use of Technology 
• Planning & Organizing 
• Change Management 
• Managing External Relationships 
• Methodical 
• Technical Skills 

Knowledge of: 

• Customer Service, telephone ethics and techniques. 
• Records and office management principles and practices. 
• The Post Office Act, Universal Postal Union guidelines and Customs Act and Regulations.
• The Post and Telecommunications Department’s products and Services.
• Government/Department’s policies and procedures. 
• Switch Board operating. 

Minimum Required Qualification and Experience

• Four (4) CSEC subjects at the general level with grades 1-3/GCE O’Level subjects grades A-C including Mathematics/numeric subject and English Language; plus 
• Certificate in Management Studies, Public Administration, Business Administration or related area from an accredited tertiary institution; 
• Certificate/Training in Customer Service and Telephone Ethics; 
• Two (2) years of related work experience. 

OR 

• Four (4) CSEC subjects at the general level with grades 1-3/GCE O’Level subjects grades A-C including Mathematics/numeric subject and English Language; 
• Certificate/Training in Customer Service and Telephone Ethics; 
• Four (4) years of related work experience. 

Special Conditions Associated with The Job

• Required to assist all customers efficiently, professionally, and with courtesy, including disgruntled customers. 
• The environment is fast-paced, increased interaction with diverse stakeholders required.
• Normal office environment. 

Please note that only shortlisted applicants will be contacted.