Senior Customer Service Officer (The Ministry of Public Works, Meteorological Services & Transport)

Fiji Govt; Pretoria; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A governmental organization in Pretoria is seeking a Senior Customer Service Officer to oversee and optimize customer service operations. The role requires at least 5 years of experience in a similar position and focuses on developing policies to enhance service delivery, managing compliance, and safeguarding stakeholder interests. Applicants must be Fijian Citizens and meet specific health and eligibility criteria.

Qualifications

• At least 5 years’ experience in a similar role.
• Practical working knowledge of Customer Service Management.
• Knowledge of accounting standards and data analysis.

Responsibilities

• Develop and implement policies to enhance customer service delivery.
• Establish effective customer service procedures.
• Create mechanisms for capturing and analyzing customer feedback.

Skills

Excellent interpersonal skills

Excellent communication skills

Excellent writing skills

Strategic thinker

Innovative and performance-driven

Analytical and problem-solving skills

Job description

The Senior Customer Service Officer will be responsible for overseeing and optimizing the Ministry’s customer service operations, whilst ensuring full compliance, by each department, with all laws and regulations pertaining to public sector, as well as professional standards, accepted business practices, and internal policies and standards. The role aims to manage risks, safeguard the reputation and assets of the Ministry, and protect stakeholder interests.

Key Responsibilities

1. Develop and implement policies and procedures to enhance the quality of customer service delivery within the Ministry.
2. Establish effective customer service procedures and standards.
3. Define performance metrics for customer service representatives and establish service levels and requirements for each department.
4. Create mechanisms for capturing, assessing, and analyzing customer feedback.
5. Implement training and quality assurance programs for customer service offices.
6. Identify and recommend updates and expansions to technology, equipment, and policies that can improve customer service within the Ministry.
7. Actively contribute to the Ministry's corporate requirements, including planning, budgeting, and human resource activities as needed.

Knowledge & Experience

1. At least 5 years’ experience in similar role or managing second line risk and compliance activities.
2. Practical working knowledge of Customer Service Management; risks identification, assessment, and management frameworks.
3. Knowledge of accounting standards, principles and practices, data analysis and reporting of financial status
4. Understanding teams and how to work within a high performing team.

Skills & Abilities

1. Excellent interpersonal skills and communication skills across all levels of the organization.
2. Demonstrate excellent writing skills
3. Strategic thinker, innovative, performance driven and an effective decision maker.
4. Capacity to utilize computer programs to support the operations of the Ministry.
5. Ability to work effectively autonomously with attention to detail and a high level of accuracy.
6. Demonstrated ability to cooperatively work as part of a team.
7. Demonstrated analytical and problem-solving skills.
8. Must be a critical thinker and be able to work independently.

Additional Information

PERSONAL CHARACTER AND ELIGIBILITY

Applicants for employment in the Ministry of Public Works, Meteorological Services and Transport must be Fijian Citizens, under Age of sixty (60), in sound health, with a clear police record. The successful applicant will be required to provide a medical certificate and police clearance as a condition of employment.

The Ministry of Public Works, Meteorological Services and Transport is an Equal Employment Opportunity Employer. Applicants are encouraged from all eligible, qualified applicants. All applicants must address the specific knowledge, experience, skills and abilities required for the job as these criteria will be considered in assessing the relative suitability of applicants.

Contact Information

For More Information please contact the HR Team on 3384-111.