Customer Care Assistant II at Affordable Housing Board (AHB)

Key Responsibilities

The duties and responsibilities of a Customer Care Assistant II will entail:

• Receiving and responding to customer inquiries on housing allocation, tenant purchase schemes, estate management, and housing fund services, ensuring courteous handling and basic resolution;
• Recording, updating, and maintaining customer service logs, inquiries, and complaints in the Board’s service desk/database;
• Directing customers to appropriate officers or departments for specialized assistance;
• Assisting in organizing customer service counters, call centers, and help desks for smooth operations;
• Supporting the administration of customer satisfaction surveys by distributing questionnaires and collecting responses;
• Participating in sensitization forums, exhibitions, and public awareness events under supervision;
• Assisting in monitoring service delivery by recording wait times, complaint resolution rates, and client feedback; and
• Providing front-desk reception duties, including welcoming clients, directing visitors, and handling inquiries courteously.

Requirements & Qualifications

For appointment to this level, a candidate must have:

• Cumulative service period of three (3) years’ work experience at the grade of Customer Care Assistant III or in a comparable position.
• Diploma in any of the following disciplines: Customer Service, Public Relations, International Relations and Diplomacy, Communication Management, Front Office, or equivalent qualification from a recognized institution;
• Proficiency in Computer applications; and
• Shown merit and ability as reflected in work performance and results.