Business Support Assistant(Helpline Operator) SSA4- Damascus VA066-2022 3

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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

DEADLINE FOR APPLICATIONS

All applications should be received no later than 25 December 2022

CONTRACT TYPE/DURATION

Type of contract : Special Service Agreement (SSA4) Duration : 11 months Duty Station : Damascus Number of required employees : 2

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.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

The CFM Operator (Community Feedback mechanism ) is meant to address all the calls received through the existing WFP line So that beneficiaries can request assistance or information or file a complaint. The CFM The operator will also be proactive in analysing the calls received and making sure relevant related programmatic issues are flagged to supervisors and colleagues.

KEY ACCOUNTABILITIES (not all-inclusive)

The CFM operator (Community Feedback mechanism ) 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 effectively and efficiently;
• 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 on time;
• Participate in regular meetings about CFM (Community Feedback mechanism ) and be updated on the 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’s details and assign them to relevant focal points;
• Collect essential data from callers to ensure all tickets in the database are accurately recorded;
• Support the CFM (Community Feedback mechanism ) manager with additional analysis or follow-up;
• Perform other related duties as required.

Knowledge/ Skills

• Proficient in the use of office equipment and computer software packages, such as Microsoft Word. • Knowledge of work routines and methods in order to complete processes under minimal supervision. • Uses tact and courtesy to give and receive information to a wide range of individuals. • Ability to identify data discrepancies and rectify problems requiring attention. • Ability to offer guidance or basic on-the-job training to more junior staff.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education.

Language : Fluency in both oral and written communication in English and Arabic languages.

Experience: At least two years of working as call center operator and an additional two years of relevant work experience in international organisations or NGOs.

TERMS AND CONDITIONS

Please upload your professional CV in English in PDF format making sure to include the following in terms of“ Experience”:

• Company/Organization name and scope of work of the organization Exact Position Title
• Contract type: part-time, full-time, volunteer, consultant, or freelancer
• Start and End date of Employment for each position: From (dd/mm/yyyy) to (dd/mm/yyyy)
• Responsibilities: To mention the main responsibilities that highlight your gained skills and experience
• A proof of your experience will be required in the final stage of recruitment.

Only shortlisted candidates will be invited to the next stage of the selection process. Candidates must get an auto confirmation email once application is submitted.

HOW TO APPLY

If any of the below links do not work by clicking on it, please copy and paste it in the browser address bar: Please ensure that your VPN is connected before clicking on the link below.

Internal candidate: https://performancemanager5.successfactors.eu/sf/jobreq?jobId=178897&company=C0000168410P

External candidate: https://router.job-listing.wfp.org/sfcareer/jobreqcareer?jobId=178897&company=C0000168410P

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WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment

WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.