JS.RPC.019 Customer Service Officer (Team A)

Position Title: JS.RPC.019 Customer Service Officer (Team A)
Grade: NJS 04

The National Judicial Staff Services (NJSS) has initiated a major organisational restructure to strengthen its workforce and enhance the delivery of efficient, effective, and quality support services to the Judiciary and courts throughout Papua New Guinea. We invite suitably qualified, experienced, and motivated Papua New Guineans to apply for the position of Customer Service Officer (Team A) within the Registry Development & Change unit based in Waigani.

Role Overview:
This position is designed to support the Team Leader Customer Service by providing high-quality customer service, adopting and implementing the latest management practices, innovations, and technologies to enhance service delivery. The officer is responsible for directly interacting with customers, addressing their queries, and ensuring a positive service experience which will contribute to the registry's mission of operational efficiency and excellence.

Key Responsibilities

• Respond to customer inquiries via phone, email, and face-to-face interactions with professionalism and courtesy.
• Troubleshoot and resolve customer issues, escalating complex cases to higher authorities when necessary.
• Collect and document customer feedback, both positive and negative, to aid in the improvement of services.
• Maintain up-to-date knowledge of registry policies, services, and systems to provide accurate information to customers.
• Work closely with the Team Leader Customer Service to implement service delivery strategies and practices.
• Monitor customer service quality and make recommendations for enhancements.
• Participate in training and development activities to improve personal and team service delivery capabilities.
• Assist in the development and updating of customer service protocols and guidelines.
• Liaise with other departments to facilitate comprehensive support and resolution of customer queries.
• Contribute to the creation and dissemination of informational materials for customers.

Required Qualifications and Experience

• Certificate in Business Administration, Communication, Public Relations or a related field.
• Minimum of 2 years in customer service.
• Comprehensive knowledge of customer service principles and practices.
• General knowledge of customer service practices and principles.
• Working knowledge of CRM systems and customer service software.
• Familiarity with the registry's operations, services, and procedures.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and customer-oriented approach.
• Proficiency in computer applications relevant to customer service.
• Empathy and patience in dealing with customer issues.
• High level of professionalism and ethical conduct.
• Ability to work effectively both independently and as part of a team.

Preferred

• Additional certifications in customer service, communication, or related areas.
• At least 2 years or more experience in a customer service role, preferably in a public service or legal environment.

This Customer Service Officer (Team A) role requires sound judgement, adaptability, and a consistent commitment to professional service. The successful applicant will be expected to meet the role's operational demands, including quickly adapting to changes in policies, technologies, and customer expectations while maintaining high service standards.

Please Note: Applications must be submitted in Word format. Kindly reference the job ID JS.RPC.019 and include your staff ID in your application.

Seize this opportunity to contribute to justice delivery in Papua New Guinea by applying today. Let your skills drive excellence at NJSS.

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.