Contact Centre Assistant

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FAO - Food and Agriculture Organization of the United Nations

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Application deadline 2 years ago: Tuesday 16 Nov 2021 at 22:59 UTC

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Organizational Setting

The Shared Services Centre (SSC) 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 performs a full range of client-related support services contributing to the smooth and efficient running of the work unit.

Supervision Received/Exercised

The Contact Centre Assistant reports to the National Professional Officer (SSC) under the overall guidance of the Contact Centre Associate. The incumbent operates independently on routine matters. Supervision received is focused on the quality of work outputs and provides for on-the-job learning.

Working Relationships

The Contact Centre Assistant works closely with a wide range of colleagues, with business units and with immediate clients within the Organization, providing procedural guidance and information.

Key Functions/Results

• Assist FAO personnel, transaction initiators and approvers on FAO administrative processes related to 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 (Budget Maintenance Module, Management Information System, iRecruitment, and you@fao);

• Handle incoming queries through a tracking system and phone within the established Service Level Agreement;

• Manage accesses for FAO Administrative systems;

• Escalate issues and complex queries to higher level if necessary;

• Identify where users encounter problems in processing transactions, identify data discrepancies in the system and escalate;

• Participate in testing system changes;

• Initiate a variety of routine transactions in the FAO Global Resource Management System;

• Draft routine documents and correspondence;

• Perform other duties as required.

Impact Of Work

The incumbent's work impacts directly on the smooth and efficient running of the Office and the overall output of the work unit.

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CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education

Experience: Three years of relevant experience in office/ management support work, including human resources, and/or travel and finance

Languages: Working knowledge (Level C) of English and limited knowledge of another FAO official language

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

Assessment

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

Added 2 years ago - Updated 2 years ago - Source: fao.org