Job Description
Under the overall supervision of the Head of the IOM Migration
Health Assessment Center (MHAC) Nairobi and the direct supervision of the Senior
Customer Care Assistant, the incumbent will be responsible for performing routine
administrative functions such as switchboard operations, handling inquiries and
providing refugee/immigrant assistance as required:
Responsibilities
·
Operate the switchboard, place
and receive telephone calls.
·
Provide accurate information and
answer to telephone or walk-in queries from applicants regarding their
schedules and directing them, as required.
·
Screen and usher visitors and
applicants.
·
Consult with the Data Processing
Assistants and Nurses in order to obtain the necessary information and to
accurately provide information and answers to customer queries.
·
Maintain confidentiality of health
data and other personal information related to the migration health status of
applicants.
·
Issue migration health appointments
to applicants in accordance with the schedule provided by the Data Processing
Assistants.
·
Ensure that reception area is well
organized and presentable at all times.
·
Record and distribute incoming and
outgoing correspondence/faxes.
·
Perform such other duties as may be
assigned by the Senior Customer Care Assistant.
Qualifications
• 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.
·
Fluency in both written and spoken
English and Swahili is required.
Required Values
Inclusion & respect for diversity
·
Shows respect and sensitivity towards
gender, culture, ethnicity, religion, sexual orientation, political conviction
and other differences.
·
Encourages the inclusion of all
team members and stakeholders while demonstrating the ability to work
constructively with people with different backgrounds and orientations.
·
Promotes the benefits of
diversity; values diverse points of view and demonstrate this in daily work and
decision making.
·
Challenges prejudice, biases and
intolerance in the workplace.
Integrity & transparency
·
Upholds and promotes the Standards of
Conduct and Unified Staff Regulations and Rules.
·
Delivers on commitments;
manages the organization’s resources reliably and sustainably.
·
Embraces and encourages transparency,
balancing this with the need for discretion and confidentiality as appropriate.
·
Maintains impartiality and
takes prompt action in cases of unprofessional or unethical behaviour.
·
Does not abuse one’s position and
acts without consideration of personal gain. Is motivated by professional
rather than personal concerns.
Professionalism
·
Demonstrates professional competence
and mastery of subject matter and willingness to improve knowledge and skills.
·
Seeks to raise professional
standards in self and others through daily work and activities.
·
Adapts quickly to change and is
decisive and versatile in face of uncertainty.
·
Shows self-control and persistence
when faced with difficult problems, and remains calm in stressful situations.
·
Is conscientious and efficient in
meeting commitments, observing deadlines and achieving results.
Required Competencies
Teamwork
·
Establishes strong relationships with
colleagues and partners; relates well to people at all levels.
·
Is fully aware of the team
purpose, respects and understands individual and collective responsibilities.
·
Willingly puts in extra effort without
being asked and adopts a “hands-on” approach whenever necessary to achieve team
objectives.
·
Coordinates own work with that
of the team to meet agreed priorities and deadlines
Delivering Results
·
Produces quality results and provides
quality services to clients.
·
Meets goals and timelines for
delivery of products or services.
·
Manages time and resources
efficiently, monitoring progress and making adjustments as necessary.
·
Shows understanding of own role
and responsibilities in relation to expected results.
Managing and Sharing Knowledge
·
Keeps abreast of new developments in
own field of competence and creates opportunities for knowledge management
initiatives.
·
Shares knowledge and learning
willingly, and proactively seeks to learn from the experiences of others.
·
Puts new learning into practice
and draws on diverse sources of ideas and inspiration.
·
Contributes to the
identification of improvements to work processes and assists in implementing
them
Accountability
·
Accepts personal responsibility for
quality and timeliness of work.
·
Takes ownership of all
responsibilities within own role and honours commitments to others and to the
Organization.
·
Operates in compliance with
organizational regulations and rules.
·
Accepts and gives constructive
criticism; acknowledges and corrects mistakes and apply lessons learned for
improvement
Communication
·
Presents information using language
and sequence of ideas that is easy for recipients to understand
·
Adapts communication to the
recipient’s needs, asks questions to clarify, and exhibits interest in having
two-way communication.
·
Encourages others to share their
views, using active listening to demonstrate openness and to build
understanding of different perspectives.
·
Listens carefully and genuinely to
the views and positions of others; acts on received information
Other
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 and verification of residency, visa and
authorizations by the concerned Government, where applicable.
How to Apply
Interested candidates are invited to submit their application by
sending a Motivation Letter and the updated CV to the email address KCOrecruitmentMHD@iom.int referring
to this advertisement
Closing Date: 7th November, 2019
Only shortlisted applicants will be
contacted.
