The Contact Centre Assistant reports to a National Professional Officer (SSC) under the overall guidance of the Contact Centre Associate. The incumbent operates independently, takes decisions on work priorities and exercises initiative for dealing with cases without precedents. Supervision received is focused on the quality of work outputs. He/she provides guidance and advice to other office support staff.
Working Relationships:
The Contact Centre Assistant works closely with a wide range of colleagues, with business units and external clients, performing and coordinating client-related support services, and providing procedural guidance and information.
Key Functions/Results:
Provide second line support in resolving client enquiries and technical issues across multiple disciplines, including issues related to corporate systems and procedures.
Review and resolves specific clients' problems, which may be long-standing or of a more complex nature.
Foster effective client partnerships and joint accountability for process outcomes; support periodic Service Level Agreements (SLAs) performance reviews with clients; monitors and escalates performance concerns.
Identify where users encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate and participate in testing system changes.
Maintain the SSC service catalogue and SLAs; continuously evolve with changing client needs.
Assist FAO personnel, transaction initiators and approvers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE), and advise on FAO rules and procedures.
Assist users in operating FAO corporate systems (for example iRecruitment and you@fao).
Handle incoming queries through a tracking system and phone within the established SLA.
Draft documents and correspondence of moderate complexity.
Perform other duties as required.
Impact Of Work:
The incumbent's work impacts directly on the smooth and efficient running of the office. He/she plays a lead role in the provision of office client-related support services for successful achievement of the organizational unit's mandate.
Candidates Will Be Assessed Against The Following:
Minimum Requirements:
Education:
Secondary School Education.
Experience:
Four years of relevant experience in office/management support work, including human resources, and/or travel and finance.
Languages:
Working knowledge (proficient - level C) of English.
IT Skills:
Very good knowledge of the MS Office applications, Internet and office technology equipment.
