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Customer Relations Officer

Salary rangeConfidential | Contract type: Permanent

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Job Summary

Responsible for coordinating customer service activities and ensuring provision of quality customerservice so as to attain high levels of customer satisfaction through enhanced service delivery

Education and knowledge
  • Bachelors degree in a business, social sciences or related field;
  • Diploma in customer relations/public relations or related field; and
  • Proficiency in ICT
  • Five (5) years’ experience in a similar position;
  • Specialist knowledge and experience in consumer relations management; and
  • Knowledge of insurance
  • Negotiation and analytical skills;
  • Communication and reporting skills; and
  • Organization and interpersonal skills
  • Professionalism;
  • Ethical and integrity;
  • Team player; and
  • Ability to work under pressure, prioritize and multi-task


  • Initiate desired changes to improve customer service
  • Monitor social media for complaints and issues raised against the Authority
  • Receive and register complaints received against the Authority
  • Initiate and follow up on the timely resolution of public complaints made against the Authority
  • Coordinate and facilitate settlement of customer/stakeholders queries and inquiries and facilitating the flow of information between the Authority and its customers/stakeholders
  • Assist in developing positive partnerships and relationships with customers and stakeholders
  • Administer regular questionnaires to customers and analyzing responses
  • Prepare regular and timely reports on customer service issues and developments

Job Requirements

Required education: Diploma, Associate's degree
Required relevant work experience: 3 years
Required languages: English (Spoken: fluent | Written: fluent)
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