CUSTOMER SERVICE OFFICER

The Port Authority of Jamaica wishes to recruit a CUSTOMER SERVICE OFFICER at the Montego Bay Free Zone.

The Port Authority of Jamaica wishes to recruit a CUSTOMER SERVICE OFFICER at the Montego Bay Free Zone.

SALARY SCALE: $6,641,033.65 - $7,609,552.15 per annum.

JOB SUMMARY:

This position is responsible for planning and coordinating the client relations/service programme, providing effective liaison between the Authority and its clients at the Special Economic Zone site in Montego Bay Free Zone (MBFZ). The scope of responsibilities includes ensuring the different business needs are met and issues/problems resolved in a timely and effective manner.

QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree in Mass Communication, Business Administration, Marketing or related discipline PLUS
• Three (3) years' working experience in customer service

DUTIES & RESPONSIBILITIES:

• Administer client services matters for the MBFZ, handling and resolving complaints/issues to include:

1. Ensuring that clients' complaints are accurately recorded and addressed a in timely manner.
2. Maintaining accurate records of discussions and correspondence with clients.
3. Determining the level of customer service the company provides, through analysis of data and other statistics.
4. Developing procedures for customer feedback and complaints and preparing policies and standards of customer service for the specified facilities.

• Contribute customer service insights and recommendations to strategic planning and reviews by developing and executing action plans, implementing quality and service standards, resolving issues, conducting audits, identifying trends, recommending system improvements, and driving change initiatives.
• Assist with managing the contents of the SEZ websites relative to the MBFZ.
• Be responsible for the execution of all matters for the MBFZ in relation to the SEZ Authority:

1. Application for licenses
2. Disposal of goods
3. Maintenance of databases
4. Assist with conducting research and due diligence checks on investors
5. Update clients on changes in the policy

• Ensure that all client leases and sub-concession agreements are up to date at all times.
• Develop, monitor and adhere to the annual budget for the portfolio.
• Maintain contact with customers through periodic visits to the operational locations, conduct surveys and benchmark best practices.
• Improve customer service quality results by studying, evaluating, redesigning processes, establishing and communicating service metrics, monitoring and analysing results and implementing agreed changes.
• Maximize customer operational performance by resolving problems timely, disseminating advisories, warnings and changes in operations/practices.
• Keep abreast of industry developments and apply best practices to improve portfolio responsibilities.
• Monitor regulations and other changes that impact the MBFZ for effective management of portfolio.
• Implement policies, plans and programs to facilitate the customer service portfolio as directed.
• Any other duties assigned. 

If this opportunity interests you, and you meet all the above requirements, please submit your applications by 2025 September 29.

We thank all applicants for their interest; however, only those candidates selected for interviews will be contacted.