Duties

The Customer Service (CS) Centre is post’s centralized services unit that manages core customer service issues such as service terms; customer service scheduling as well as actions related to workorder. Incumbent utilizes the Global Maintenance Management System (GMMS), Integrated Logistics Management System ILMS), ARIBA, and Myservice platform to track customer issues/cases, record all interactions related to customer cases; share information and generate reports; use routing to efficiently route cases. Incumbent collaborates customers to create and schedule services. S/He manages service performance and productivity through reports and CS dashboard. The Customer Representative performs under the supervision of the International Cooperative Administrative Support Services (ICASS) Coordinator/Management Assistant.

Qualifications and Evaluations

Requirements:

EXPERIENCE:

Two (2) years of progressive experience in customer service management in an Embassy or similar setting in an English-speaking environment with emphasis in written communication, camera operation; design and production of photos is required.

JOB KNOWLEDGE:

Understand political nuances and cultural diversity and sensitivity; knowledge of good Customer Service, negotiation, and scheduling and how to negotiate with customers; Must have computer knowledge (Microsoft Office) and management practices; records keeping.

Education Requirements:

Completion of Secondary school is required.

 

Evaluations:

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LANGUAGE: Good working knowledge; speaking, reading & writing English (Language proficiency may be tested).

SKILLS AND ABILITIES:

Microsoft Office skills (Excel, Power Point, Access, word). Excellent drafting skills with the ability to type; strong interpersonal, presentation and organizational skills are required; Must demonstrate experience in customer focused management including the ability to exercise sound judgement in problem solving situations such as addressing issues varying in scope and complexity; Must be tactful and demonstrate professionalism as well as ability to adapt to changing circumstances and juggle dozens of time-sensitive tasks in a variety of specialized area.

 

EQUAL EMPLOYMENT OPPORTUNITY (EEO):  The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Qualifications:

All applicants under consideration will be required to pass medical and security certifications.