CUSTOMER CARE ASSISTANT (Regional Office)

The Western Regional Health Authority (a Statutory Body under the Ministry of Health and Wellness) is currently seeking to employ a CUSTOMER CARE ASSISTANT for the Regional Office.

CUSTOMER CARE ASSISTANT (GMG/AM 1)

Regional Office

Salary Range: $1,439,455.00 - $1,935,907.00 per annum

Under the direct supervision of the Manager, Customer Service, the Customer Care Assistant is responsible for ensuring the smooth running of the front desk/reception area by receiving calls,  politely greeting visitors/clients, providing general information, advising staff of their visitors and directing visitors/clients accordingly. The incumbent is also responsible for assisting with administrative functions such as copying, scanning and printing of documents and assisting with the distribution of incoming mail.

CORE RESPONSIBILITIES:

• Greets, assists and or directs visitors to appropriate contacts/divisions or venues for meetings
• Ensures the Reception Area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
• Ensures that members of staff are notified of visitors prior to directing them
• Maintains a record (log book) of visitors/ persons entering and leaving the building and ensuring that they sign the book/register
• Assists the Security personnel by following safety procedures and controlling access via the Reception Desk (monitor logbook, issue visitor badges)
• Maintains contact with Divisions/Directors/Outstations for smooth flow of information
• Assists visitors/customers seeking information or making complaints
• Ensures that visitors/customers are not waiting for an extended period without assistance
• Shows warmth and professionalism in answering the calls
• Handles calls with all respect and professionalism even in any case that needs patience
• Answers incoming calls and handles caller’s inquiries whenever possible
• Screens, re-direct calls as appropriate and takes adequate messages when required
• Logs and distributes incoming correspondences to the appropriate departments
• Records all outgoing calls in the Telephone Register in keeping with established policies and procedures
• Makes clear and accurate communication to callers
• Reconciles monthly telephone bills and submits with the details recorded in the Telephone Register as directed
• Reports faults and defects with the switchboard, printers, computers and to the ICT Unit in a timely manner
• Reports on a monthly basis the number of visitors processed
• Assists in creating and maintaining spreadsheets, entering formulas into spreadsheets and entering data into a customer relations database
• Assists with researching, compiling and providing information to the Customer Care Unit
• Performs other related duties that may from time to time be assigned

KNOWLEDGE/SKILLS & COMPETENCIES:

• Excellent written and oral communication skills
• Excellent human relations skills and the ability to interact with individuals at all levels
• Good problem solving and decision-making skills
• Good planning, organizing and time-management skills
• Proficiency in the relevant computer applications
• Working knowledge of the GOJ Service Excellence Policy Proficiency
• Working knowledge of GOJ health sector policies and procedures
• Knowledge of GOJ Customer Service Policies & Procedures

QUALIFICATION & EXPERIENCE:

• Five (5) subjects at the CXC General proficiency/GCE O’ levels including English Language and a numeric subject
• Certification in Customer Service would be an asset
• Experience in operating a switchboard would be an asset
• A minimum of one (1) year experience working in a similar capacity
• The ability to speak a foreign language would be an asset

Application letter should be addressed to:

The Director, Human Resource Management & Development

Western Regional Health Authority

Lot 31b, Fairview Shopping Centre

P O Box 900

St. James

Deadline for submission is:

October 7, 2025

ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED