Customer Service Officer (GMG/AM 2)

JOB PURPOSE:

Reporting to the Administration Manager, the incumbent is responsible for providing exceptional service to customers by responding to inquiries, resolving complaints, and offering information about the Forensic Pathology Branch’s services. The CSO acts as a key liaison between the organization and its customers and stakeholders ensuring satisfaction while contributing to the overall efficiency and effectiveness of the Branch and the organization. 

KEY RESPONSIBILITIES:

Administrative: 

• Record and maintain detailed logs of customer interactions and transactions;
• Generate daily, weekly, and monthly reports on customer service activities;
• Maintain updated records in Customer Service Management System or ticketing systems;
• Manage filing systems and ensure data confidentiality; 
• Escalate unresolved issues to appropriate personnel; 
• Suggest and implement process improvements based on customer feedback;
• Assists in developing and maintaining Standard Operating Procedures (SOPs) in accordance with the Citizen’s Charter; 
• Conduct sensitization training for new or relief Telephone Operators; 
• Report telephone equipment or service complaints; liaise with telephone service providers;
• Assist with photocopying, signing for incoming mail and packages, and making general announcements. 

Human Resource: 

• Contribute to and maintain a culture of teamwork, employee empowerment, and commitment to organizational goals; 
• Support onboarding and mentoring of new customer service team members;
• Participate in internal training sessions and workshops; 
• Promote collaboration and respect within the customer service team; 
• Perform any other related duties as assigned by the Administration Manager.

REQUIRED SKILLS AND COMPETENCIES:

Core: 

• Word processing and computer literacy; 
• Excellent interpersonal, verbal, and written communication skills; 
• Active listening, empathy, and conflict resolution; 
• Problem-solving and analytical thinking; 
• Attention to detail and accuracy; 
• Adaptability to fast-paced environments; 
• Time management and organizational skills. 

Technical: 

• Knowledge of relevant computer applications; 
• Planning and organizational skills; 
• Knowledge of Records Management and office procedures; 
• Ability to apply technical solutions to customer issues; 
• Familiarity with Service Excellence Policy and Framework 2022. 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Associate Degree Administrative management, management Studies, Public/Business or Diploma in Office Administration, Administrative management, management Studies, Public/Business Administration or related social sciences; 
• Two (2) years’ experience in an Office Management environment; 
• Training in Customer Service. 

Special Conditions Associated with the Job:

• High volume of incoming telephone calls; 
• May be required to work beyond normal working hours; 
• Office environment with prolonged sitting.

Please note that only shortlisted applicants will be contacted.