Junior Customer Care Assistant at International Organization for Migration - IOM

SVN No.: SVN2023.117
Location: Lagos

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 aid clients requiring prioritization.
• Answer clients’ questions and provide information regarding the 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.
• Maintain 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. Secure and protect the privacy of such documents and files.
• Receive, direct, and track 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.

Education

• University Degree with at least one year of experience or High School Degree/Certificate with 3 years 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.
• Experience in administrative or customer service support will be considered.

Languages:

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

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

Required 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 act in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: demonstrates the ability to work in a composed, competent, and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected, and fairly treated.

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 of 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.