Senior Customer Care Assistant at International Organization for Migration - IOM

Context

• Under the overall supervision of the Chief of Mission (COM) and the direct supervision of the Chief Migration Health Officer (CMHO), the incumbent will be responsible for providing customer support duties including managing complaints, conducting surveys, collecting feedback, attending to customer requests, and providing information on IOM’s migration health services.

Core Functions / Responsibilities
In particular, the incumbent will perform the following duties:

• Act as a liaison between clients and team leaders of various units in IOM’s Migration Health Centre.
• In collaboration with the Heads of Units collect feedback on a regular basis from applicants as they go through the examination process to understand issues of concern and provide solutions as appropriate. Conduct periodic customer surveys with the objective of assessing quality service delivery and support addressing identified gaps as appropriate.
• Ensure questions and concerns from applicants are processed and communicated both verbally and in writing in a timely manner.
• Conduct periodic Quality Compliance and Quality Assurance audits.
• Monitor and resolve questions or concerns via multiple media; the phone, email, online chat or social media and de-escalate any issues in a calm manner.
• Escalate complaints or challenges to the Heads of Units or the supervisor when necessary and appropriate.
• Schedule and conduct periodic meetings with the Heads of Units and the supervisor on customer related issues.
• Monitor adherence to Migration Health Assessment Center (MHAC) guidelines for service delivery and compliance with applicable laws and regulations.
• In coordination with MHAC Managers, facilitate implementation and adherence to ISO 9001: 2015 requirements and any IOM customer-specific requirements.
• As necessary, provide technical and administrative support to the MHAC Managers in identifying and adjusting approaches to compliance with the health assessment processes.
• Maintain and promote the confidentiality and integrity of all relevant paperwork in line with standards of conduct and data protection rules. Alert MHAC Managers of any non-compliance to SOPs or codes of conduct by IOM staff members or partners
• Demonstrate comprehensive understanding of health assessment processes as well as the ability to remain professional, impartial, and unbiased during all interactions with applicants, colleagues and partners. Support development and implementation of SOPs as needed.
• Ensure relevant and appropriate information and communication materials are available in the waiting areas/rooms.
• Creation of videos for display at the waiting areas/rooms and FAQs to benefit customers.
• Investigate problems or challenges in view of figuring out what went wrong, how problems might be fixed and how to keep them from happening again.
• Any other duties assigned by the supervisor.

Requirements
Education:

• Bachelor’s Degree from an accredited college or university in a Healthcare-related field, Public Administration, Marketing, or Business Administration with at least four years of relevant work experience in a customer-focused / people-focused setting

Experience:

• In-depth use of MS office applications, data collection and manipulation.
• Previous management or supervisory level experience with NGOs, international organizations, customer service or the hospitality industry is an added advantage.

Languages:

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

Skills:

• Ability to communicate effectively and professionally with clients and colleagues both verbally and in writing, as well as provide strong documentation.
• Ability to listen actively to comprehend and decode the customers’ message as well as deduce what is implied in the communication.
• Great analytical understanding and experience – able to analyse and understand data and make decisions accordingly
• Ability to function in a team-oriented environment as well as independently deliver results.
• Computer skills proficient in Microsoft Office, especially Excel required. Knowledge of web page design would be an asset.

Required Competencies:
Behavioural:
The incumbent is expected to demonstrate the following values and competencies:

• Values - All IOM staff members must abide by and demonstrate these three 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:

• 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.

Managerial Competencies - Behavioural Indicators level 2:

• Leadership: provides a clear sense of direction, leads by example, and demonstrates the ability to carry out the organization’s vision; assists others to realize and develop their potential.
• Empowering others & building trust: creates an atmosphere of trust and an enabling environment where staff can contribute their best and develop their potential.
• Strategic thinking and vision: work strategically to realize the Organization’s goals and communicates a clear strategic direction