Administrative Associate, GS6, Customer Services

Contract

This is a G-6 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 6 years of experience, depending on education. More about G-6 contracts.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, results.

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary provides services to UNICEF offices globally in the areas of Finance, Human Resources, Payroll and Information Technology.

GSSC has won the 2019 Business Services Firm of the Year in Hungary, one of 26 regional awards announced at the Central and Eastern European Business Services Summit & Awards held in Warsaw, Poland.

How can you make a difference?

The Administrative Associate works with UNICEF GSSC’s Service Quality Management (SQM) team and performs highly skilled customer engagement and customer feedback related functions and therefore demonstrates initiative in the identification and resolution of issues/problems and provides substantive technical assistance to staff within GSSC as well as to our customers. The impact thus affects not only the design and functionality of GSSC supported activities related to customer solutions, but also the operational effectiveness of staff throughout UNICEF.

Responsibilities:

Under the direct supervision of the Customer Services Manager, the Administrative Associate will be responsible for reviewing, coordinating and responding to escalations and requests from the customers. Under the guidance of the Customer Service team, the incumbent is also expected to review customer feedback received through multiple channels, categorize them and follow up to ensure timely response. In line with the customer engagement strategy and customer feedback framework, the incumbent is expected to provide logistics support to ensure meetings are scheduled regularly, capture key points from the meetings and share with the concerned staff. Follow up actions from the customer engagement are expected to be followed up and responses to be provided to offices on a timely basis by the incumbent. The incumbent is also responsible for performance reports to be reviewed and analyses prepared for sharing with the customers on a timely basis, as well as to provide administrative support to the Service Quality Management Team as needed.

Summary of key functions:

Customer feedback handling:

• Review customer feedback received through multiple channels and support follow up activities with relevant streams within GSSC to ensure timely response.
• Review escalations and requests received by SQM section and follow up for timely response.
• Prepare weekly management report on customer feedback.
• Review positive feedback received and share with GSSC staff with support from Communication Team, on a regular basis.
• Ensure that administrative/logistics support is provided for customer services team meetings and calls (streams and management meetings, GSSC focal points, field operations group calls) in line with the customer engagement strategy.

Data analysis and report generations:

• Customer performance reports are reviewed, and analyses prepared for sharing with customers, highlighting actions required at country office level.
• Queries from customers on Customer performance reports are answered or relayed to the right subject matter expert
• Customer support is provided for actions emanating from account management calls, quarterly field operations group sessions and other customer needs such as country office specific reporting requirements.

Maintain repository and provide support related to customer engagement:

• Update mailing lists for all customer related communication, including GSSC focal point, Customer Council, Field Operations Groups, etc.
• Repository for customer feedback and escalations is reviewed and alert relevant staff to ensure that information available is up to-date and relevant.
• Use case management tool and VISION for responding to customer complaints/requests.
• Monitoring GSSC upcoming events and provide logistics support for organizing sessions, generate relevant data using VISION/Pivot tables and presentations.
• Provide any administrative/logistics support to the SQM team as assigned.

To qualify as an advocate for every child you will have…

• Completion of secondary education (i.e. high school diploma) is a minimum requirement. University level courses in administration or finance are desirable.
• A minimum of six years of relevant work experience in administration/finance is required, preferably with the United Nations or other international organization. A completed university degree from an accredited institution will be counted towards the minimum work experience requirements
• Advanced knowledge of Microsoft Suite of Products (including MS Word, MS Excel and MS PowerPoint) is required
• Previous experience in working with SAP or similar ERP system is required
• Experience in customer services is an asset
• Previous hands-on experience in planning, organizing and delivering administrative support services is highly desirable
• Proven experience in dealing with confidential and sensitive communication and information is desirable
• Proven ability to organize and prioritize is desirable
• Fluency in English is required. Knowledge of another UN language or local language of the duty station is considered as an asset

Remarks:

In light of the current situation, home office opportunity is provided under agreement with supervisor.

Applicants must be nationals of EU countries or in possession of a valid work permit. Please attach a copy of your work permit to your application submission.

General Service (GS) staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements. UNICEF does not facilitate MFA accreditation for locally recruited staff.

For every Child, you demonstrate…

UNICEF’s core values of Care, Respect, Integrity, Trust and Accountability and the following core competencies:

• Demonstrates self-awareness and ethical awareness
• Drive to achieve results for impact
• Manages ambiguity and complexity
• Works collaboratively with others

View our competency framework at:

https://www.unicef.org/careers/media/1041/file/UNICEF%27s_Competency_Framework.pdf

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNICEF is committed to promote the protection and safeguarding of all children.