Grade 8
Job Ref: ICPAK 009/2018
Job Summary: Offer good customer service to both internal and external customers through performance of front office / customer service activities. The Customer Service Officer shall handle member queries from calls and walk-ins and serve in a one-stop-shop model to address common / recurrent challenges that members face.
Job Profile
The Customer Service Officer shall report to the Marketing and Customer Service Manager and shall be tasked with the following:
Manning the Reception / Front Office desk
Receive incoming calls.
Keeping daily logs of visitors to the Institute.
Receive guests and guide them to the appropriate office/staff.
Receive all letters delivered at the Reception
Ensure the Reception area is neat, clean and comfortable for waiting guests.
Collecting feedback
Administer feedback forms to visitors to the Institute
Receive and record all queries, complaints and or compliments received through telephone.
Where possible, provide solutions. Where not, escalate to the concerned department/staff or to the Customer Service Manager
Handle the suggestion box by ensuring it’s emptied on a regular basis and content is recorded and analyzed.
Supplier Relations
Receive and record all invoices to ICPAK
Acknowledge receipt to the supplier giving indicative date when payment will be ready, through telephone
Forward all received invoices to the Accounts department for payment
Contact suppliers to collect their payments once ready.
Member Relations
Contact members whose letters, certificates or any other documents have been left at the reception for collection.
Support in the Continous Professional Development (CPD) online update
Handle the members walk in CPD related inquiries / matters.
Handle Members training and development matters on registration of training, general training inquiries, etc.
Receive and record all cheques to the Institute and forward them to Accounts department for receipting.
Receive and record all returned invoices, statements or other documents and confirm the correct addresses for update in the database.
Perform other related duties as required
Submitting official documents to clients e.g. letters, dispatches to couriers
Taking meeting reservations
Person Profile:
Minimum Qualifications and Experience
Three years of working experience with one (1) year relevant working experience in a large organization
Academic Qualifications: Relevant Degree
Professional qualifications: Computer applications
The incumbent must have proficient knowledge in the following areas: Customer and Personal service, Telecommunications, Clerical procedures, Administration, Public safety and security
