Senior Customer Care Officer

Senior Customer Care Officer

Sep 21, 2022 Jobs by webmaster

Job Title: Senior Customer Care Officer, Motor Vehicle Registration Project  

Position Type: Local Contract

Reports to: Project Manager, Motor Vehicle Registration Project

Supervises: Customer care officers

Job Purpose: Responsible for overseeing and implementing customer centered processes and procedures to ensure that MVR project customers and stakeholders have a positive experience with the project services.  This includes communicating customer service objectives, coordinating with project management to find ways to enhance customer experience.

Key Duties:

  • Develop and implement customer care policies, procedures, and regulations necessary for ensuring that MVR customers are satisfied with project services
  • Communicate with MVR customers to identify their needs/ expectations and make appropriate adjustments to meet those needs
  • Ensure accurate information is disseminated to internal and external audiences in a timely manner to drive the overall project objectives
  • Provide customers with updates and periodic statements on service developments and changes in service delivery
  • Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
  • Analyze customer care data and statistics to obtain results useful in taking key business decisions
  • Conduct surveys to determine the opinion of customers regarding their products/services
  • Supervise customer care officers to ensure effective service delivery to MVR customers
  • Audit customer service procedures and trends and determines system improvements.
  • Develop strategies and plans for customer support
  • Participate in implementation or improvement of initiatives associated with customer service
  • Establish standards for best customer support practices
  • Offers advice on the incorporation of technology in current and planned customer support strategies of MVR Project
  • Investigate and respond to inquiries and complaints from customers regarding MVR services.
  • Any other duties that may be assigned from time to time.

Person Specifications:

Essential Requirements
  • Minimum of bachelor’s degree preferably in marketing or business administration, Mass Communication, or any other related field.
  • Demonstrated experience in customer service or management experience
  • At least three 5 years of experience in a similar role.
  • Demonstrated experience in handling customers’ requests and issues in a management role
Desirable Requirements
  • Advanced degree in journalism, media and/or public relations.
  • Hands-on public relations experience, including knowledge of social and digital media platforms.
  • Experience in media buying and executing communication strategies.
  • Experience managing communications campaigns, including work in the media
SKILLS AND ATTRIBUTES
The ideal person should demonstrate.

  • High level/degree of creativity
  • Experience in similar position or similar organization
  • Ability to thrive effectively under pressure
  • Self – motivated individual with the ability to multitask
  • Excellent presentation skills
  • A passion for customer satisfaction
  • Effective communication skills
  • Problem-solving Skills

 

 

 

bywebmaster

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