Customer Experience Officer I (Dispatch Centre) - 3 Posts at The Social Health Authority (SHA)

Qualifications, Skills and Experience Required:

For appointment to the grade of Customer Experience Officer I (SHA Grade 7), an officer must meet the following minimum qualifications:

• A cumulative service period of three (3) years in the grade of Customer Experience Officer II or a comparable position. (This is generally defined as a Promotional Grade for Officer I positions).
• A Bachelor’s degree in any of the following disciplines: Public Communication, Public Relations, Mass Communication, Marketing, or any business-related field or its equivalent qualification from a recognized institution.
• Proficiency in computer application skills. 
• Shown merit and ability as reflected in work performance and results

Responsibilities:

• Customer Experience Officer I (Dispatch Centre) at SHA is responsible for the supervision and management of escalated customer queries and complaints within the National Ambulance Dispatch Centre. The core function involves maintaining high-quality service standards and compiling performance reports, supporting the efficient operation of the centralized dispatch system mandated to guarantee timely access to emergency medical services.

Key Responsibilities

The duties and responsibilities at this level will entail performing and assisting in the following:

• Responding to customer queries and complaints received through various channels, including telephone, e-mail, social media platforms, or letters.
• Updating the complaints register daily to accurately reflect the nature of the complaint and the resolution provided.
• Informing clients by explaining procedures, answering questions, and providing necessary information, especially concerning emergency protocols or service eligibility.
• Identifying and escalating priority issues to the Senior Officer-Customer Experience.
• Maintaining and improving quality results by adhering to established standards and guidelines and recommending improvements in procedures.
• Participating in the development of tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms for meeting and surpassing these needs.
• Keying in new customer information into the system and updating existing customer information.
• Compiling Customer Experience reports.
• Keeping accurate records.