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WebsiteNational Land Agency
One Agency, One Goal
The National Land Agency invites applications from suitably qualified candidates to fill the following vacant post within the Business Services Division:
Customer Service Standards Specialist
The successful candidate will report to the Manager, Customer Service.
To evaluate and audit service delivery and quality standards of the work of Customer Service, Call Centre Service and Mapping Officers engaged in providing information on products and services in a timely manner.
Assists with the development of corporate and operational plans for the Branch.
Assists with the review of policies and procedures and ensures their implementation.
Provides leadership through example and sharing of knowledge and skills.
Monitors the Citizen’s Charter of the Agency.
Prepares reports on status of work activities in the Unit.
Visits Customer Service, Call Centre Service and Mapping Officers areas to ensure that they are delivering quality service based on the established standards.
Quality Assurance Monitoring – Performs routine monitoring of customer interactions through all communication channels and reports all issues, trends, training needs, etc. to respective management. This includes working with team management to develop objective monitoring criteria.
Quality Control – Reviews and validates all Quality Control errors logged by operational teams to analyse trends and report to management on a regular basis.
Operational Process Improvement – Suggests and assists in implementation of operational process improvement initiatives on a regular basis, as well as though long-term projects.
Designs programmes specifically for prospective customers.
Measures customer service delivery to ensure compliance with established standards and recommends improvement as is necessary.
Determines quality standards by studying customer contact areas, inbound and outbound calls and customer service presentations; conducting test calls to telemarketing service representatives and mystery shopping techniques on new products.
Verifies results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
Provides feedback to Customer Service, Call Centre Service and Mapping Officers by monitoring contact areas and calls; monitoring feedback for external vendor programmes; conducting monthly help sessions.
Evaluates approaches by rating effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programmes; conducting training.
Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
The post-holder will be able to demonstrate:
Excellent interpersonal, oral and written communication skills
Sound knowledge of the products and services of the Agency
Data analysis skills with the ability to generate and interpret performance-related data
Excellent time management skills and the ability to work on own initiative
Ability to handle high work load and to work well under pressure
Good team player
Good problem solving and decision making skills and good judgement
Proficiency with Microsoft Office applications such as Word, Excel and PowerPoint
Minimum Required Qualifications and Experience
An undergraduate degree in Business Administration or related field.
Certificate in Supervisory Management.
Three (3) years’ experience at a supervisory level in a customer service or sales environment. (Experience in quality monitoring, and in an e-commerce or call centre environment preferred).
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