Customer Care Assistant I - JG 9 - 1 Post at Independent Policing Oversight Authority (IPOA)

Job Purpose

• Responsible for receiving clients and addressing their issues in a timely and efficient manner.

Key Responsibilities/ Duties / Tasks
Operational Responsibilities / Tasks
Implement guidelines, plans, standards and procedures that impact on customer care functions in the respective office of deployment;

• Receive client concerns, queries and complaints and forward to the relevant office;
• Receive, attend and direct customers and telephone calls to relevant office;
• Conduct customer satisfaction exit interviews;
• Collect data and update records relating to Customer Care Services;
• Implement risk mitigation measures in the office of deployment; and
• Develop and implement individual work plan.

Job Dimensions:
Financial Responsibility

• Draft annual work plan and budgets;

Responsibility for Physical Assets

• Responsible for Office equipment, furniture and records

Decision Making / Job Influence

• Operational decisions

Working Conditions

• Predominantly in an office setting with occasional field travel.

Job Competencies (Knowledge, Experience and Attributes / Skills).
Academic qualifications

• Diploma in any of the following disciplines: - Front Office Management, Public Relations, Customer Care Management or its equivalent from a recognized institution

Professional Qualifications / Membership to professional bodies

• Supervisory course lasting not less than two (2) weeks from a recognized institution

Previous relevant work experience required.

• Served in the grade of Customer Care Assistant I IPOA grade 10 for a minimum period of three (3) years or six (6) years in a comparable and relevant position in the public or private sector

Functional Skills, Behavioral Competencies/Attributes:
Functional Skills: 

• Organization and Planning Skills
• Dispute Resolution Skills
• Decision Making Skills
• Interpersonal Skills
• Communication Skills

Behavioral Competencies/Attributes:

• Transparency and accountability
• Ethics and Integrity
• Team player
• Creativity and innovation
• Emotional intelligence
• Resilience
• Independence