Job Purpose
Job Purpose
The Customer Care Assistant II is responsible for providing customer service, front office support and stakeholder engagement services to ensure efficient handling of inquiries, visitor management and delivery of quality customer experiences.
The role supports communication, appointment coordination and customer relationship management while promoting customer satisfaction and loyalty.Key ResponsibilitiesCustomer Service and Stakeholder Management
Key Responsibilities
Manage incoming and outgoing calls and direct them to appropriate officers.
Respond to and route inquiries from external stakeholders to relevant employees.
Provide professional reception and customer service to visitors and guests.
Manage relationships with internal and external stakeholders.
Provide accurate information regarding the Authority's products and services.
Promote positive customer experiences and enhance customer satisfaction and loyalty.Visitor and Security Management
Monitor visitor movements and flow within the Authority to support security controls.
Receive and guide visitors in accordance with organizational procedures.
Maintain professional front-office operations at all times.Appointment and Facility Coordination
Maintain appointment diaries manually or electronically.
Schedule appointments for internal and external stakeholders.
Manage boardroom and meeting room booking systems.
Coordinate meeting schedules and facility utilization.Records and Administrative Support
Maintain and update call records for monitoring and reporting purposes.
Track communication-related expenditure where required.
Support administrative and customer service reporting functions.Quality Management and Risk Compliance
Implement (adsbygoogle=window.adsbygoogle||[]).push({});Quality Management System (QMS) standards.
Identify, monitor and manage operational risks within customer service processes.
Support continuous improvement initiatives for customer service delivery.QualificationsApplicants should possess:
Qualifications
A Diploma in Customer Care, Front Office Management, Public Relations, International Relations, Communication Studies or an equivalent qualification from a recognized institution.Experience
Experience
At least three (3) years of cumulative relevant work experience at the level of Customer Care Assistant III or in a comparable position.Additional Requirements
Additional Requirements
Proficiency in computer applications.Required Competencies
Required Competencies
Excellent communication skills.
Strong interpersonal and relationship management abilities.
Report writing and documentation skills.
Presentation and customer engagement skills.
Customer service orientation.
Organizational and coordination capabilities.