Description

Duties and responsibilities shall entail:

• Receive and attend to visitors, clients, and stakeholders professionally.
• Respond to customer inquiries through telephone, email, and other communication channels.
• Provide accurate information on the Council's services, procedures, and requirements.
• Record, track, and follow up customer inquiries, complaints, and feedback.
• Escalate complex customer issues to the appropriate departments for resolution.
• Support implementation of customer service standards, policies, and procedures.
• Maintain customer service records, databases, and correspondence.
• Assist in monitoring customer satisfaction and service delivery performance.
• Support organization of customer engagement forums and public awareness activities.
• Maintain customer service records, databases, and correspondence.
• Assist in monitoring customer satisfaction and service delivery performance.
• Support organization of customer engagement forums and public awareness activities.
• Prepare periodic customer service reports and statistics.
• Participate in quality management initiatives and continuous service improvement.
• Ensure confidentiality and proper handling of customer information.
• Perform any other duties assigned by the supervisor

Education

The successful candidate must possess:

• Diploma in Customer Service Management, Public Relations, Communications, Business Administration, Marketing, Public Administration, Social Sciences, or a related field from a recognized institution.
• Proficiency in computer applications.
• Certification in Customer Service Management, Customer Experience Management, Public Relations or Customer Relationship Management (CRM) will be an added advantage.

More Details on Experience

• Any relevant experience in customer service, front office operations, public relations, or a related field is an added advantage.

More Details on Skills

Required

• Customer service and client relationship management.
• Communication and interpersonal skills.
• Complaint handling and conflict resolution.
• Records management.
• ICT proficiency.
• Report writing.
• Integrity and professionalism.
• Teamwork.

Added Advantage

• Knowledge of Quality Management Systems (QMS).
• Knowledge of CRM systems.
• Problem-solving skills.
• Emotional intelligence.
• Time management and organizational skills.
• Ability to work under pressure.

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