Customer Service Facilitator Full Time NEW

Job Description
The incumbent is required to support the daily operations of the ICT AI Centre to which assigned.

She/he must provide direct over-the-counter servicing to public customers, who would require assistance in the use of the equipment and services and/or guidance in how to transact e-Services.

Key and Critical Responsibilities
Provides first line responses to general enquiries regarding ICT and Internet Use.
Assists in the planning, coordinating and managing of training sessions and workshops.
Receives, records, sorts and routes incoming and outgoing correspondence and other documents.
Composes and issues routine correspondence; also preparing drafts of more complex correspondence and reports of meetings, conference etc. as directed.
Supports the preparation of brochures, simple reports, notices of matters arising at the Centre assigned as directed by the Manager and ICT Technical Officer.
Maintains a file register of memoranda, letters, reports and other documents and the associated filing system in keeping with established systems and procedures.
Generates a wide variety of documents such as letters, memoranda, minutes, reports, and spreadsheets utilizing appropriate software.
Attends to queries and ascertains the business of callers and visitors and guides them accordingly.
Orders and maintains inventory of supplies and equipment for the Centre.
Liaises with and engages community members.
Operates and performs minor maintenance on equipment such as photocopiers, facsimile machines and multimedia projectors as required in the day-to-day operations in the Access Centre.
Performing other related duties as assigned.

Key Competencies
Knowledge:

Knowledge of office etiquette, practices and procedures.

Skills and Abilities:

Ability to express ideas clearly and concisely, both in writing and orally, to diverse audiences.

Ability to establish and maintain effective professional relationships and interact with different stakeholders.

Ability to use tact and diplomacy in the performance of duties.

Ability to present in a confident, credible and congruent manner.

Ability and willingness to motivate and encourage buy-in to group processes.

Ability to observe and maintain confidentiality in the performance of duties.

Ability to demonstrate sensitivity and skill in interacting with people from a wide range of social, economic and cultural backgrounds, and sensitivity in handling unforeseen matters that arise before the service counters.

Minimum Experience and Training:

Five (5) or more O’Levels including English.
Some work experience in customer servicing would be an assest.