International Organization for Migration (IOM)
Position Title: Customer Care Assistant
2 Posts
Vacancy No: IOMKE/SVN/086/2016
Duty Station: Nairobi,
Kenya
Classification: General Service Staff, Grade G3
Type of Appointment: 6 Months Special Short Term Contract, with possibility of
extension
Estimated Start Date: As soon as possible
Closing Date: 29
November, 2016
IOM is dedicated to promoting humane
and orderly migration for the benefit of all. It does so by providing services
and advice to governments and migrants.
Context: Under
the overall supervision of the Head of the IOM Migration Health Assessment
Center (MHAC) Nairobi and the direct supervision of the Migration Health
Processing Officer, the incumbent will be responsible for performing routine
administrative functions such as switchboard operations, handling inquiries and
providing refugee/immigrant assistance as maybe necessary.
Core Functions / Responsibilities:
1.
Operates the switchboard, places and
receives telephone calls.
2.
Provides accurate information and
answers to telephone or walk-in queries from applicants regarding their schedules
and directing them, as required.
3.
Screens and ushers visitors and
applicants.
4.
Consults with the Data Processing
Assistant and Nurses in order to obtain the necessary information and to
accurately provide information and answers to customer queries.
5.
Maintains confidentiality of health
data and other personal information related to the migration health status of
applicants.
6.
Issues migration health appointments
to applicants in accordance with the schedule provided by the Data Processing
Assistant.
7.
Ensures that reception area is well
organized and presentable at all times.
8.
Records and distributes incoming and
outgoing correspondence/faxes.
9.
Any other related duties, which may
be assigned by the Migration Health Processing Officer.
Required Qualifications and Experience
Education
·
Completed University degree in
Business Management, Secretarial studies or other related studies with 1 year
of relevant professional experience or;
·
High School Certificate with 3 years
of relevant professional experience.
Experience
·
Previous customer service experience
is desired.
·
Minimum three years of relevant
experience in private sector/UN agencies/NGOs/IOs;
·
Previous work experience in a
hospital setting/medical institution dealing with migrants is an added
advantage.
·
Ability to pay attention to details
and work under pressure and meet deadlines with minimum supervision;
·
Willingness to learn and be flexible
with work hours.
·
Strong communication, customer
service and interpersonal relationship skills;
·
High level of computer literacy, especially
MS Word, Outlook, Excel and Access.
Languages: Excellent
command of spoken and written English and Kiswahili.
Required Competencies
Behavioural
The incumbent is expected to
demonstrate the following competencies:
·
Accountability- Accepts and gives
constructive criticism
·
Client Orientation- Identifies the
immediate and peripheral clients of own work
·
Continuous Learning- Contributes to
colleagues’ learning
·
Communication – Actively shares
relevant information
·
Creativity and Initiative – Actively
seeks new ways of improving programmes or services
·
Performance Management – Provides
constructive feedback to colleagues
·
Planning and Organizing – Sets clear
and achievable goals consistent with agreed priorities for self and others
·
Professionalism – Masters subject
matter related to responsibilities
·
Teamwork – Actively contributes to an
effective, collegial, and agreeable team environment
·
Technological Awareness – Learns
about developments in available technology
·
Resource Mobilization – Establishes
realistic resource requirements to meet IOM needs.
Technical
·
Effectively applies knowledge of
health issues in execution of responsibilities at appropriate level
·
Maintain confidentiality and
discretion in appropriate areas of work
Any offer made to the candidate in relation
to this vacancy notice is subject to funding confirmation.
Appointment will be subject to
certification that the candidate is medically fit for appointment (upon
notification in writing to the candidate) and verification of residency, visa
and authorizations by the concerned Government, where applicable.
Only candidates residing in either
the country of the duty station or from a location in a neighbouring country
that is within commuting distance of the duty station will be considered.
In all cases, a prerequisite for
taking up the position is legal residency in the country of the duty station,
or in the neighbouring country located within commuting distance, and work
permit, as applicable.
How to Apply:
Submit cover letter and CV, including
daytime telephone and e-mail contact to:
International Organization for
Migration (IOM),
Human Resources Department,
send via e-mail to hrnairobi@iom.int
Closing Date: 29th November, 2016
Only Shortlisted Applicants will be
contacted.
NOTE
NO FEE: The
International Organization for Migration (IOM) does not charge a fee at any
stage of the recruitment process (application, interview meeting, process or
training). IOM does not concern itself with information on applicants’ bank
details.
IOM
is committed to a diverse and inclusive environment. Internal candidates are
eligible to apply to this vacancy. For the purpose of the vacancy, internal
candidates are considered as first-tier candidates.
