UN Jobs – Client Services Officer (Service Management) – United Nations Regional Service Centre Entebbe (RSCE)
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.
Deadline: 3rd April 2021
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