To support the delivery of quality customer service by providing basic customer support services and information to walk-in, telephone or mail-in customers and investigate/resolve or refer as appropriate customers complaints and follow through to relevant personnel. 

• Daily, monthly and quarterly reports prepared.
• Records maintained
• Advice and information provided to customers.
• Customers’ call answered
• Investigations and responses to write-in customers
• Copies & letters produced

• Customers are properly advised in keeping with legislative and agency policy and procedure.
• Written responses reflect a high standard of English
• Responses reflect a high degree of sensitivity and a keen understanding of customers’ issues
• Written responses are despatched in a timely manner
• Delivery time for basic services (certified copies) in keeping with established standards.
• Records of daily activities are accurate and up-to-date.
• Customer complaints are recorded and resolution or escalation is effected within accepted time frames
• Timely follow through with customers
• Telephones are answered in a professional manner and within the time frame established by the Agency
• Work volume targets, daily, weekly and monthly deadlines are met.
• Typing speed of 40 w.p.m.
• Confidentiality and integrity are exercised.

 WORKING CONDITIONS

Normal Working Hours                    Monday to Thursday         8:30 – 5:00

                                                            Friday                          8:30 – 4:00

For part-time hours—normally between 11am and 2:00 pm

Work Environment                           Normal office conditions.

May be required to work beyond normal working hours.

Internally: Managers, Supervisors and other internal stakeholders

Externally: Attorneys, Chartered Accountants, Chartered Secretaries and other customers

• Advises customers on the policies and procedures that should be followed in registering business entities.
• Monitors incoming email for customer service to speedily address complaints/ concerns of customers.
• Receives all customer related email and composes all draft written correspondence to customers after thorough investigation of complaints/queries are completed.
• Despatches all approved correspondence - mail, fax, & email – within the timelines established by the Agency.
• Maintains a log, manual or otherwise of all customers who may call and the issues discussed, referred or resolved.
• Follows through with telephone related requests as appropriate.
• Refer in a proficient and timely manner issues to be handled by other Agency Representatives
• Prepares or arranges for the preparation of certified copies, letters of good standing and any other such requests made by customers.
• Prepares weekly, monthly and quarterly performance reports and submit to the Senior Customer Service Representative
• Perform other related duties as assigned from time to time.

• Refer cases to appropriate officers
• Prepare draft responses and despatch approved responses to customers
• Advise customers on Agency’s policies and procedures
• Respond to and re-direct calls as appropriate

• Good understanding of legislative and agency requirements for the processing of documents.
• Sound knowledge of the agency’s software
• Good command of the English Language
• Knowledge of contact centre operations
• Pleasant and welcoming voice
• Knowledge of basic computer applications
• Exceptional human resources and communication skills
• Good time management and records management skills
• Ability to work under pressure.

• Associate Degree in Business Administration or equivalent qualification and/or
• Paralegal Certification;
• At least one years’ related work experience

OR

• Diploma, Business Administration/Certificate in Public Administration/Management Studies or equivalent qualification and/or
• Paralegal Certification;
• At least two years related experience