Customer Service Officer (Level 4)

The Real Estate Board invites applications from suitably qualified persons to fill the following post that is to be assigned to the upcoming Real Estate Authority of Jamaica (REAJ):

Customer Service Officer – Level 4

Vacant Post – Three-year contract

Salary Range: $1,711,060 – $2,301,185 per annum

Job Summary

Under the direct supervision of the Supervisor, Customer Services, the Customer Service Officer will provide the day-to-day service assistance and direct interactions with existing and new clients on the range of client service functions and activities offered by the entity. More specifically, the Customer Service Officer will be the first point of contact in the registration and licensing process for real estate professionals and strata corporations.

Key Responsibilities

• Interface with clients daily and provide relevant, comprehensive, and accurate information and guidance on the activities of the entity, tailored to meet client requirements.
• Provide daily interactive client services to resolve concerns/issues in a timely manner.
• Serve as the first point of contact/liaison on client relations issues between the entity and the clients.
• Manage the interface between the entity and client to eliminate misunderstandings.
• Facilitate the flow of information, including matters that have been escalated.
• Maintain effective customer/client relations protocols.
• Escalate issues and provide courtesy reminders to entity representatives on matters escalated.
• Utilize effective problem-solving techniques and time management skills in client service operations.
• Investigate client issues to ensure timely resolution.
• Devise systems to ensure follow-through on customer/client matters.
• Place telephone calls on behalf of officers.
• Receive and screen incoming calls and relay telephone messages to the appropriate officer in a timely manner.
• Administer client data gathering/survey instruments and assist with the analysis of data.
• Assist with research on various issues, concerns and or new developments in the real estate environment and make suggestions for improvement.
• Promote the services of the entity via telephone contact and/or direct face-to-face interaction.
• Assist with the development and implementation of public relations, brand, and image-building initiatives.
• Conduct research to gather information for aiding change intervention strategies and techniques.
• Build positive and productive relations/rapport with clients and customers by forming professional liaisons.
• Assist with the administration of internal quality assurance audits by reviewing client experience against established standards.
• Maintain a high level of professionalism and competence in customer/client interactions and follow through on commitments made to clients.
• Assist with improvements in processes to improve service delivery.
• Assist with the development of FAQs (Frequently Asked Questions) on the entity and draft answers.
• Provide feedback to management on potential risks to the system.

Required Competencies

Core

• Highly customer focused and customer service driven.
• Excellent use of ICT devices in customer interactions.
• Good understanding of ICT etiquette and professional communication practices.
• Good multitasking skills.
• Ability to maintain a high level of confidentiality when handling customer issues and data.
• Possesses dexterity in keyboarding and hand-eye coordination.
• Demonstrates innovation in resolving client issues.
• Ability to work well both independently and as part of a team.
• Ability to build rapport with clients of the entity.
• Strong ICT orientation – as the environment is technology-enabled.
• Good communication skills and a professional disposition.
• Appreciation of the public service machinery.

Technical

• Good understanding of the operation of entity systems
• Ability to conduct research
• Good report writing skills
• Strong commitment to following through on customer issues
• Ability to demonstrate patience and empathy when dealing with client issues

Minimum Required Education & Experience:

• Associate degree in Management, Business/Public Administration, or a related Social Science.
• Certification in Customer Service would be advantageous.
• Two (2) years’ experience in a dynamic and change-oriented customer service environment.

Application & Deadline:

Applications accompanied by résumés should be submitted no later than September 11, 2026, via

We thank all applicants for their interest. However, only shortlisted candidates will be contacted.