Job Purpose
- Responsible for receiving clients and addressing their issues in a timely and efficient manner.
Key Responsibilities/ Duties / Tasks
Operational Responsibilities / Tasks
Implement guidelines, plans, standards and procedures that impact on customer care functions in the respective office of deployment;
- Receive client concerns, queries and complaints and forward to the relevant office;
- Receive, attend and direct customers and telephone calls to relevant office;
- Conduct customer satisfaction exit interviews;
- Collect data and update records relating to Customer Care Services;
- Implement risk mitigation measures in the office of deployment; and
- Develop and implement individual work plan.
Job Dimensions:
Financial Responsibility
- Draft annual work plan and budgets;
Responsibility for Physical Assets
- Responsible for Office equipment, furniture and records
Decision Making / Job Influence
- Operational decisions
Working Conditions
- Predominantly in an office setting with occasional field travel.
Job Competencies (Knowledge, Experience and Attributes / Skills).
Academic qualifications
- Diploma in any of the following disciplines: – Front Office Management, Public Relations, Customer Care Management or its equivalent from a recognized institution
Professional Qualifications / Membership to professional bodies
- Supervisory course lasting not less than two (2) weeks from a recognized institution
Previous relevant work experience required.
- Served in the grade of Customer Care Assistant I IPOA grade 10 for a minimum period of three (3) years or six (6) years in a comparable and relevant position in the public or private sector
Functional Skills, Behavioral Competencies/Attributes:
Functional Skills:
- Organization and Planning Skills
- Dispute Resolution Skills
- Decision Making Skills
- Interpersonal Skills
- Communication Skills
Behavioral Competencies/Attributes:
- Transparency and accountability
- Ethics and Integrity
- Team player
- Creativity and innovation
- Emotional intelligence
- Resilience
- Independence
