Junior Customer Care Assistant at International Organization for Migration - IOM

SVN No. : CFCV2022.138
IOM Classification: UG
Estimated Start Date: As soon as possible
Organizational Unit: Migration Health Assessment Center
Type of Appointment: Special Short-Term Ungraded Contract

Context

• Under the overall supervision of the Chief Migration Health Officer (Lagos) or Migration Health Officer (Lagos) and the direct supervision of the Senior Medical Assistant the successful candidate will be responsible for carrying out the following duties and responsibilities in relation to the Migration Health Assessment Centre (MHAC) in Lagos, Nigeria

Core Functions / Responsibilities

• Provide general information, relevant to Health Assessment Programs, Applicant processing and other IOM services to the clients.
• Greet visitors and provide a positive image of IOM and hospitality for clients, and visitors.
• Identify and provide assistance to clients requiring prioritization
• Answer clients’ questions and provide information regarding health assessment process.
• Direct clients to the right department, staff, or helpful resources such as bulletins, brochures etc. Follow up with customers as needed to ensure any problems are resolved
• Maintains constant vigilance to ensure the safety of clients, staff, and IOM property. Report unusual activity or suspicions of safety issues to the supervisor in a timely manner
• Assist in maintaining a visitor’s log and ensure they are provided with security access to the building and offices if required.
• Gathering, organizing, and archiving paper and electronic files and documents. Secures and protects the privacy of such documents and files.
• Receives, directs, and tracks all incoming/outgoing correspondence (courier packages, etc.) adhering to established procedures in the mission.
• Monitor the process flow to ensure order and manage crowding in waiting areas by redistributing clients to other stations when necessary
• Perform other duties as may be assigned.

Educational Qualification

• University Degree with at least one year experience or High School Degree/Certificate with 3years of relevant working experience.

Experience:

• Proficient in MS office applications e.g., Word, Excel, PowerPoint, Email, Outlook.
• Prior work experience with humanitarian organizations, non-government, hospitality, or service-oriented industry in a multi-cultural setting is an advantage; and,
• Experience in administrative, or customer service support will be considered.

Skills:

• Attention to detail, ability to organize paperwork in a methodical way.
• Discreet, details and client-oriented, patient with willingness to learn new things.
• Written and verbal communication skills.
• Knowledge of customer service.
• Ability to work under pressure.
• Multitasking and Prioritizing

Languages:

• Fluency in English (oral and written) required, working knowledge of the local language.

Required Competencies

Behavioural:
The incumbent is expected to demonstrate the following competencies:

Values

• Inclusion and respect for diversity respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency: maintain high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: demonstrates ability to work in a composed, competent, and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies - Behavioural indicators level 2:

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge continuously seeks to learn, share knowledge, and innovate.
• Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring, and motivational way.