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Contact Centre Assistant (Travel)

Santiago

  • Organization: FAO - Food and Agriculture Organization of the United Nations
  • Location: Santiago
  • Grade: Administrative support - GS-5, General Service - No need for Higher Education - Locally recruited position
  • Occupational Groups:
    • Operations and Administrations
    • Administrative support
    • Transport and Distribution
    • RLC
  • Closing Date: Closed

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Staff in the General Service category are recruited locally from the Primary Location area, which is where the office is located

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FAO is committed to achieving workforce diversity in terms of gender and nationality

People with disabilities are protected from any type of discrimination during any stage of employment, including the recruitment phase

All applications will be treated with the strictest confidentiality

Organizational Setting

This vacancy announcement is for a position in the Shared Services Centre (SSC) which recommends and administers process management and procedures that need to be executed effectively; ensure the management of quality assurance activities associated with the transactional processes and implementation of service delivery; continuously improve the satisfaction of its customers, internal or external, while pursuing a continuous improvement agenda that will drive up service excellence while driving down the costs of service delivery through process standardization, process automation and self-service capabilities.


Main Purpose

The Contact Centre Assistant coordinates and performs the full range of client 'related support services. He/ she ensures quality and consistency of the flow of office work and information in the work unit.

Supervision Received/Exercised

The Contact Centre Assistant reports to National Professional Officer (SSC) under the overall guidance of the Contact Centre Associate. The incumbent operates independently and takes decisions on work priorities and exercises initiative for dealing with cases without precedents. Supervision received is focused on the quality of work outputs. He/she provides guidance and advice to other office support staff.


Working Relationships

The Contact Centre Assistant works closely with a wide range of colleagues, with business units and external clients, performing and coordinating client-related support services, and providing procedural guidance and information.


Key Functions/Results

• Provide second line support in resolving client enquiries and technical issues across multiple disciplines, including issues related to corporate systems and procedures;
• Review and resolves specific clients' problems, which may be long-standing or of a more complex nature;
• Foster effective client partnerships and joint accountability for process outcomes; supports periodic Service Level Agreements (SLAs) performance reviews with clients; Monitors and escalates performance concerns;
• Identify where users encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate, participate in testing system changes
• Maintains the SSC service catalogue and service level agreements, continuously evolve with changing client needs;
• Assist FAO personnel, transaction initiators and approvers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE), and advise on FAO rules and procedures;
• Assist users in operating FAO corporate systems;
• Handle incoming queries through a tracking system and phone within the established Service Level Agreement;
• Draft documents and correspondence of moderate complexity ;
• Performs other duties as required.

Impact Of Work

The incumbent's work impacts directly on the smooth and efficient running of the Office. S/he plays a lead role in the provision of office client-related support services for successful achievement of the organizational unit's mandate.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirement
s


Education: Secondary School Education
Experience: Four years of relevant experience in office/ management support work, including human resources, and/or travel and finance
Languages: Working knowledge (Level C) of Spanish and limited knowledge (Level B) of English
IT Skills: Very good knowledge of the MS Office applications, Internet and office technology equipment

Competencies


• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement

Technical Skills

• Very good knowledge of corporate computerized financial / travel / human resources systems and administrative procedures and policies

Desirable Qualifications and Skills


• Work experience in more than one area of work
• Working knowledge of a second FAO language (Arabic, Chinese, French, Russian or Spanish);
• Good knowledge of FAO's organizational structure
• Limited Knowledge (level B) of French will be considered an advantage


Assessment


Evaluation of qualified applicants may include an assessment exercise and a technical / competency-based interview.

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FAO staff are expected to adhere to FAO Values of Commitment to FAO,

Respect for All and Integrity and Transparency

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This vacancy is now closed.
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