| Organisation | Posting Duration |
|---|---|
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Customer Service Care Centre
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-
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Job Description
To ensure that all customer service queries are recorded and answered efficiently and in a professional and timely manner.
Responsibilities
1. Serve as the first point of contact and liaison of clients and the Customer Service Care Centre.
2. Follow communication scripts and Standard Operating Procedures when addressing various topics to ensure a consistent level of service.
3. Provide accurate information on government services across all ministries, departments, and units. Handle inquiries via calls, emails, and messages, ensuring proper screening, transfer, and distribution to the relevant areas for timely response.
4. Post daily on social media accounts to keep the public informed of government activities.
5. Monitor and respond to all customer communication channels, including e-government platforms (Labour Management System, Taleo Online Employment System, Payment Portal, etc.), as well as SeeClickFix, LiveChat, Government Appointment Systems, social media (WhatsApp, SMS, social media accounts), email, and in - person interactions, ensuring timely and effective responses.
6. Record customer complaints and feedback while reporting complex matters to the relevant Ministerial Service Specialist to ensure timely and effective resolution.
7. Follow up with departments, ministries and agencies to ensure that reported customer concerns and issues are addressed timely.
8. Assist customers with completing government applications and forms while maintaining databases to track interactions, issues, and resolutions, ensuring enhanced support and identifying recurring trends.
9. Serve as Call Managers and Desk Officers on e-government platforms for all Centre programme areas and act as subject specialists at the Centre for all government services.
10. Attend meetings and training sessions to stay informed and learn new applications being introduced.
11. Collate weekly, monthly and/or quarterly statistical data for each assigned programme area for presentation at Customer Service Meetings and inclusion in Reports.
12. Complete a minimum of 60 Essential Learning Hours annually to enhance professional knowledge and skills.
13. Perform any other related duties as required by Senior Customer Service Specialist in order to contribute to the effectiveness and efficiency of the Customer Service Centre.
Qualifications / Experience / Eligibility
- Associate’s Degree in Public Administration or related field
• 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, processes, procedures, services 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 organisational, time management, and interpersonal skills, with a focus on teamwork and collaboration
• Expert customer relationship management skills and the ability to manage difficult situations professionally
• Ability to work well under pressure
• Observes Centre’s standards for own conduct
• Manages own work effectively
• Manages customer relationships
• Communicates clearly and effectively
• Contributes to the effective use of resources
• Manages relationships with others in the team, including your Manager and Supervisor
Application Process
All qualified and motivated Public Officers are encouraged to take advantage of these opportunities to grow within the Public Service and take on new challenges.
Job Rotations
Job rotations offer a valuable chance to:
- Gain cross-functional experience,
- Broaden your skill set, and
- Build a well-rounded understanding of government operations.
This is an excellent opportunity for Public Officers seeking to develop professionally by exploring different roles and responsibilities within the Public Service.
How to Apply:
Interested applicants should submit the following to the Department of Human Resources at hrdbvi@gov.vg:
- A completed Application for In-Service Job Rotation Form
- An updated resume
- All relevant supporting documents
Please ensure that all documents are submitted by the specified deadline.