The Ugandan Jobline

 Job Title:    Client Services Officer
(Service Management)

Organization: United
Nations Regional Service Centre Entebbe (RSCE)

Duty Station: Entebbe,
Uganda

Job Opening Number: 21-Administration-RSCE-150988-R-Entebbe (M)

Reports to: Chief,
Client Service Delivery Pillar

Grade: NOC

 

About US:

The Regional Service
Centre Steering Committee is the decision-making body for RSCE, in compliance
with General Assembly resolutions, United Nations Secretariat rules and
regulations, strategic guidance from United Nations Headquarters and oversight
bodies. The Steering Committee consults with the Global Field Support Strategy
Implementation Coordination Team, as required.

 

Key Duties and Responsibilities:  Within delegated authority, the Client
Services Officer (Service Management) will be responsible for managing client
service operations including client query management and managing the Client
Support Unit (CSU) and carry out the following duties:

General
Responsibilities

·       
Lead and
Coordinate tier 1 and 2 query management process to deliver efficient customer
service.

·       
Supervise
the call management process for the Unit to ensure that it is efficient, and
customers are being responded to on time.

·       
Deliver
and facilitate training of customer service representatives.

·       
Serve as
point of contact for any case escalation from the Process Experts and Customer
Service Representatives.

·       
Monitor
staff ratios to ensure customer needs are met.

·       
Participate
in quality assurance activities to assess performance, to align to service
level agreements, and improve performance.

·       
Participate
in the management of overall day-to-day client relationship.

·       
Champion
the culture of measurement, monitoring metrics and continuous improvement for
process experts and customer service representatives.

·       
Gather
information for monitoring Unit metrics.

·       
Ensure
effective and optimal service delivery as per the defined and agreed upon
service level agreement.

·       
Compile
and validate information for service delivery specific risk assessment and
mitigation strategy.

·       
Closely
work with the client counterpart to resolve escalated issues.

Customer Service
Responsibilities

·       
Ensure
service is delivered in line with agreed controls and procedures, Service Level
Agreements (SLAs) and Key Performance Indicators (KPIs).

·       
Initiate
and support continuous improvement opportunities (both system and procedural).

·       
Collect
and provide information for monthly key performance indicators.

·       
Serve as
point of contact for any case escalations from the Customer Service
Representatives (CSRs).

·       
Work
closely with the client counterpart to resolve escalated issues.

·       
Monitor
and manage staff ratios to ensure customer needs and Tier 1 volume inquiries
are being met.

·       
Monitor
the delivery of Tier 1 and 2 service as per the defined and agreed upon service
level agreement.

·       
Support
the Tier 1 and 2 service delivery specific risk assessment and mitigation
process.

Other
responsibilities

·       
Support
recruiting, staffing, and onboarding processes as appropriate.

·       
Oversee
performance management processes and completes performance evaluations for
direct reports.

·       
Oversee
time management processes (e.g. time approval, scheduling, etc.)

·       
Coach
and mentor the process experts and customer service representatives to
continuously improve performance and achieve individual and team objectives.

·       
Coordinate
and liaise closely with key stakeholders as well as operations management as
appropriate.

·       
Report
on the operational objectives.

 

Qualifications, Skills and Experience:

·       
The
ideal candidate for the United Nations Regional Service Centre Entebbe (RSCE)
Client Services Officer (Service Management) job placement should hold a first
level university degree (Bachelor or equivalent) or Master’s Degree in
Economics, Business Administration, Social Science or a related field.
Required.

·       
A
minimum of five years (in combination with a master’s degree), or 7 years (in
combination with first level university degree) progressive experience in a
customer service function, programme management, public administration or
related area is required.

·       
Knowledge
of Enterprise Resource Planning (ERP) and Customer Relationship Management
(CRM) tools used by RSCE and UN Missions e.g. System Application Product (SAP)
is required.

·       
Experience
working in a United Nations common system field operation (inclusive of
peacekeeping, political missions and UN agencies, funds and programs) – or similar
international organization or non-governmental organization – in a conflict or
post-conflict setting is desirable.

·       
Experience
in a shared services environment is desirable.

·       
Previous
experience in governmental or non-profit organization, preferred is desirable.

·       
Experience
developing and implementing processes, procedures, systems and / or standards
is desirable.

·       
Languages:
English and French are the
working languages of the United Nations Secretariat. Fluency in English is
required. Knowledge of French is desirable.

 

Competencies

·       
Professionalism: Knowledge of quality metrics and customer
services metrics, service level agreements and customer survey techniques.
Shows pride in work and in achievements. Demonstrates professional competence
and mastery of subject matter. Is conscientious and efficient in meeting
commitments, observing deadlines and achieving results. Is motivated by
professional rather than personal concerns. Shows persistence when faced with
difficult problems or challenges; remains calm in stressful situations. Takes
responsibility for incorporating gender perspectives and ensuring the equal
participation of women and men in all areas of work.

·       
Planning
and organizing: Develops clear
goals that are consistent with agreed strategies. Identifies priority
activities and assignments; adjusts priorities as required. Allocates
appropriate amount of time and resources for completing work. Foresees risks
and allows for contingencies when planning. Monitors and adjusts plans and
actions as necessary. Uses time efficiently.

·       
Client
orientation: Considers all
those to whom services are provided to be “clients” and seeks to see things
from clients’ point of view. Establishes and maintains productive partnerships
with clients by gaining their trust and respect. Identifies clients’ needs and
matches them to appropriate solutions. Monitors ongoing developments inside and
outside the clients’ environment to keep informed and anticipate problems.
Keeps clients informed of progress or setbacks in projects. Meets timeline for
delivery of products or services to client.

 

How to Apply:

All suitably
qualified and interested Ugandan candidates should send their applications
through the United Nations online portal at the link below.

 

Click
Here

 

Deadline: 3^rd April 2021

 

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