Business Support Assistant (Helpline Operator) SSA4- Damascus VA002-2021

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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

DEADLINE FOR APPLICATIONS

All applications should be received no later than Tuseday March 16th, 2021

CONTRACT TYPE AND DURATION

Eligibility: Syrian Nationals or Syrian/Palestinian Nationals

Type of Contract: Special Service Agreement (SSA4)

Contract Duration : Six Months

Duty Stations: Damascus ( 1 Position )

ABOUT WFP

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

In Syria, WFP provides food assistance to more than 4.6 million people each month. This includes families who require emergency assistance when affected by conflict and displacement and also those who need help to improve their nutrition and food security. WFP supports children across Syria with healthy meals and snacks at school, mothers with nutritious diets, and families and communities with sustainable livelihood projects.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

The CFM (Community Feedback Mechanisms) Operator is meant to address all the calls that are received through the existing WFP line that beneficiaries can reach out to request for assistance, information or file a complaint. The CFM (Community Feedback Mechanisms) Operator will also be proactive in analysing the calls received and making sure relevant programmatic related issues are flagged to supervisors and colleagues. To deliver standard business support processes for a specific professional area of work, to facilitate effective service delivery.

KEY ACCOUNTABILITIES (not all-inclusive)

The CFM (Community Feedback Mechanisms) Operator will be responsible for the following duties:

• Answer Beneficiaries’ questions/inquiries thoroughly by clarifying and providing relevant information; allocate enough time for each call;
• Manage Beneficiaries’ requests, feedback and complaints in an effective and efficient manner;
• Assist, support and guide beneficiaries with issues related to WFP programmes;
• Follow up on beneficiary cases with the supervisor to ensure that actions are taken effectively and in a timely manner;
• Participate in regular meetings about CFM (Community Feedback Mechanisms) and be updated on latest developments in terms of WFP’s activities, so that information provided to callers is continuously updated;
• Use the Hotline IT system to record each call details and assign to relevant focal points;
• Collect essential data from callers to ensure all tickets in the database are accurately recorded;
• Support the CFM (Community Feedback Mechanisms) manager with additional analysis or follow-up;
• Perform other related duties as required

DELIVERABLES AT THE END OF THE CONTRACT

• Reports of Calls are documented and updated properly through helpline operation system

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education.

Experience : At least three years of working as call centre operator or similar role entailing communication and the interaction with beneficiaries is desirable.

Languages: Fluency in both oral and written communication in English and Arabic.

Knowledge & Skills:

• Excellent communication skills; communicate clearly with patience and discretion both orally and in writing; negotiating skills;

• Good analytical skills; resourcefulness, initiative, sound judgement, tact;

• Positive attitude;

• Strong inter-personal skills; ability to work in a team and establish effective working relations with persons of different nationalities and cultural backgrounds.

TERMS AND CONDITIONS

• Please upload your professional CV in English in PDF format making sure to include the following in your Work Experience:
  • Company/Organization name and scope of work of the organization
  • Exact Position Title and grade (If UN, state exact grade and level)
  • Contract type: part-time, full-time, volunteer, consultant, or freelancer. (If UN, state exact contract modality)
  • Start and End date of Employment for each position: From (dd/mm/yyyy) to (dd/mm/yyyy)
  • Responsibilities: Main responsibilities that highlight your gained skills and experience
• Proof of your work experience will be required in the final stage of recruitment.
• Only short-listed candidates will be invited to the next stage of the selection process.
• Candidates must get an auto confirmation email once application is submitted.
• Follow the links below to submit your application. If the link does not work, copy and paste it in your browser address bar.

HOW TO APPLY

Follow the links below to submit your application. If any of the links do not work by clicking on it, please copy and paste it in the browser address bar:

Internal candidate:

https://performancemanager5.successfactors.eu/sf/jobreq?jobId=140636&company=C0000168410P

External candidate :

https://job-listing.wfp.org/sfcareer/jobreqcareer?jobId=140636&company=C0000168410P

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Female applicants and qualified applicants are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.