Information Officer – (Level 4) (Western Region/Montego Bay Operations) 

Information Officer – (Level 4) [1 post]   salary: $4,266,270 annually. (Western Region/Montego Bay Operations) 

JOB PURPOSE 

Under the direct supervision of the Manager, Customer Service, the Customer Service/Information Officer is responsible to: 

• Implement and monitor Jamaica Customs customer service processes and policies. 

• Foster involvement and voluntary compliance to achieve Jamaica Customs’ vision, mission, and strategic objectives; and,  

• Handle client inquires and complaints and respond per established system and procedures based on service standards in the Citizens’ Charter. 

KEY RESPONSIBILITIES 

Technical/Professional Responsibilities 

• Manages the eight (8)-hour customer communication platforms at the Customs Customer Service Desk by: 

• Dealing directly with customers by telephone, electronically, or face to face to  respond promptly to customer inquiries and handle and resolve customer complaints. 

• Obtaining and evaluating all relevant information to handle inquiries and complaints. 

• Directing requests and unresolved issues to the designated resources where necessary. 

• Keeping records of customer interactions and transactions; details of inquiries, comments and complaints; and details of actions taken; and,  

• Taking appropriate follow-up action where necessary. 

• Provides information on customs rules, regulations and policies to local, regional, and international agencies, importers, exporters, brokers, and the public. 

• Review complaints per procedures, and make recommendations where necessary, to ensure that: 

• complaint channels are easily understood, accessed and used by Jamaica Customs’ clients, the public and staff members.  

• a full and fair investigation of complaints is undertaken; and, 

• reported complaints are handled as effectively, efficiently and expeditiously as possible. 

• accurate and completed reporting/documentation, including action taken and frequency of complaints, is submitted to management while maintaining client confidentiality. 

• Conduct regular surveys and Time and Motion Studies at the ports and airports to identify areas for improvement in customer service and make appropriate recommendations. 

• Conduct site visits as per schedule at the respective Customs locations to monitor adherence to service standards by assigned teams. 

•  Inputs details of inquiries or complaints into the Customer Relationship Management system and takes appropriate follow-up action to resolve or escalate to close the matter or issue.  

• Manages the Information Desk at Sangster International Airport by assisting incoming passengers with inquiries or complaints. 

• Provides technical support and clarity on applying the standards outlined in the Citizens’ Charter at ports and airports.  

• Assists in promoting and facilitating greater public awareness of Agency activities and policy changes. 

• Assists in preparing, publishing, and distributing the Agency’s annual publications, such as leaflets, brochures, and revised Citizens’ Charter. 

• Assist in the planning, organising, and staging of special events and stakeholders’ engagement fora such as expositions, forums, sensitization sessions and church services, for commemorative occasions. 

Customer Service Responsibilities 

• Maintains customer service principles, standards, and measurements. 

• Identifies and incorporates the interests and needs of customers in business process design.   

• Ensures critical success factors are identified and meet expectations.  

Other Responsibilities  

• Performs all other duties and functions as may be required occasionally.   

• May be required to provide witness statements, attend court proceedings, and give evidence.  

• Complies with Health & Safety Policies & Procedures.   

REQUIRED COMPETENCIES 

Core 

• Excellent interpersonal and customer-oriented skills and ability to adapt/respond to different characters. 

• Excellent time-management, planning and organisational skills.  

• Excellent communication, negotiating and persuasion skills. 

• Strong judgment, problem-solving and analytical skills.  

• Ability to understand and manage sensitive situations.  

• Ability to exercise tact and diplomacy. 

• Ability to work effectively as a team player in a dynamic environment. 

• Ability to demonstrate integrity, professionalism, ethics, and confidentiality. 

• Ability to stay calm when customers are stressed or upset. 

• Strong phone contact handling skills and active listening. 

  Technical 

• Expert knowledge of principles and techniques of Customer Service. 

• Expert knowledge of Customs Laws and Regulations. 

• Sound knowledge of Jamaica Customs policies, procedures and programmes. 

• Sound knowledge of Customs Act and Regulations and related legislation. 

• Sound knowledge of the principles of Customer Service standards and best practices. 

• Working knowledge of the relevant computer systems and their applications. 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE 

• Bachelor’s Degree in Business Administration, Public Administration, Mass Communication or equivalent qualification in the Social Sciences. 

• Training in customer service (not mandatory) 

• At least one (1) year of related work experience. 

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB 

• Work will be conducted in various offices equipped with standard office equipment and specialized software.  

• Involves working in a fast-paced environment with ongoing interactions with critical stakeholders. 

• Fair degree of travelling is required (>30%) periodically to represent JCA on matters locally and internationally 

Applications, including résumés, should be submitted no later than Monday, August 17, 2026

Only shortlisted candidates will be contacted by HRMD

Email us at helpdesk@jca.gov.jm, if you have any technical difficulties.