CUSTOMER SERVICE REPRESENTATIVE/ASSISTANT TRAINER
Job Summary
The incumbent is required to provide direct over-the-counter servicing to public customers, who would require assistance to interact with information and Communication Technology (ICT) and transact e- Services.
Duties and Responsibilites
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Providing first line responses to general enquiries regarding ICT and Internet Use.
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Supporting the ICT Trainer in his/her duties.
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Receiving, recording, sorting and routing incoming and outgoing correspondence and other documents.
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Composing and issuing routine correspondence; also preparing drafts of more complex correspondence and reports of meetings, conference etc. as directed.
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Maintaining file register and filing system in keeping with established systems and procedures.
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Filing memoranda, letters, reports and other documents.
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Generating a wide variety of documents such as letters, memoranda, minutes, reports, and spreadsheets utilizing appropriate software.
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Attending to queries and ascertains the business of callers and visitors and guides them accordingly.
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Supporting the daily operations of the Centre.
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Operating and performing minor maintenance on equipment such as photocopiers, facsimile machines and multimedia projectors as required in the day-to-day operations in the Service Centre.
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Performing basic word-processing operations utilizing computer equipment especially in the preparation of brochures, registering of mail and preparation of simple reports, as directed by the Project Coordinator and ICT Trainer.
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Performing other related duties as assigned.
Knowledge
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Excellent spoken and written English.
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Has initiative and is able to work with teams and possess good interpersonal skills
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Advance computer competencies in word-processing tasks.
Skills and Abilities
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Ability to present a positive impression of self and organisation.
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Alertness and ability to recognize issues which require higher management intervention.
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Good communications skills in oral and written communication
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Sensitivity and skill in interacting with people from a wide range of social, economic and cultural backgrounds, and sensitivity in handling unforeseen matters that arises before the service counters
Minimum Experience and Training
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Five (5) or more O’ Levels including English.
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Some work experience in customer servicing would be an asset.
ICT TRAINER
Job Summary
The incumbent is required to upkeep and care for the equipment as well as modification and update of training material targeted at evolving technology to meet the needs of the Project’s Stakeholders.
Duties and Responsibilites
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Lecturing trainees, staff and various public in software application by use of a set curricula
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Preparing lesson plan
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Administering training to clients of varying ICT skill level
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Counseling and guiding trainees when necessary
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Maintaining proper working computers and lab
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Ensuring maintenance of the centre
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Keeping attendance, and necessary documentation on clients
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Assigning and reviewing work given to trainees
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Ensuring that schedules are met for projects
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Providing regular updates to the Project Coordinator
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Working closely with Customers Service Representative
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Ensuring that the centres meet the highest Customer Service Standards
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Assisting in the establishment of centres and programmes
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Assisting in the development of new projects to support Universal Service
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Assisting in stakeholder engagement
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Performing other related duties as assigned.
Knowledge
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MOUS expert training preferable.
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Proficient in MS Office Suite.
Skills and Abilities
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Ability to impart technological knowledge and establish rapport with clients of varying ages and different educational levels, in particular young persons.
Minimum Experience and Training
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Associates degree in Information Technology Computer Science.
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Two (2) years’ teaching experience in similar field skills.