Jobs in Uganda Uganda Client Services Officer (SERVICE MANAGEMENT)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE) Jobs in Uganda Un Jobs Jobs in Uganda at Client Services Officer (SERVICE MANAGEMENT)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE) Un Jobs Employment opportunities Client Services Officer (SERVICE MANAGEMENT)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE)
Job Title ⇒ Client Services Officer Service Management
]https//www.theugandanjobline.com/
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
]https//careers.un.org/lbw/jobdetail.aspxid=150988&Lang=en-US
Deadline 3 rd April 2021
Send your Application Through
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Email⇒
URL⇒Link
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