Job Purpose
Responsible for receiving clients and addressing their issues in a timely and efficient manner.
Key Responsibilities/ Duties / Tasks
An officer at this grade will undertake the following duties and responsibilities:
Supporting the implementation of policies, strategies, guidelines, plans, standards and procedures that impact customer care while ensuring compliance with applicable laws and regulations;
Implementing the Authority's customer care function to enhance client satisfaction in line with the Authority's Service Delivery Charter;
Receiving client concerns, queries, and complaints and forwarding them to the relevant directorate or department;
Receiving, attending to, and directing customers and telephone calls to relevant office areas;
Supporting the conducting of customer satisfaction exit interviews;
Consolidating data for compiling reports in customer care;
Updating records related to customer care;
Implementing risk mitigation measures in the division;
Developing and implementing the individual work plan of staff;
Job Competencies (Knowledge, Experience and Attributes / Skills).
For appointment to this grade, an officer must have the following qualifications:
Served for a period of three (3) years in the grade of Customer Care Officer II, IPOA 9 in a comparable and relevant position;
Bachelor's Degree in any of the following disciplines: - Business Administration, Public Relations, Customer Care Management or its equivalent from a recognized institution; and
Proficiency in computer applications