Consultant to deliver Customer Service Training for IOM VIETNAM MHAC Personnel (IOM Viet Nam)

INFORMATION

Position Title: Consultant to deliver Customer Service Training for IOM VIETNAM MHAC Personnel
Duty Station: Ha Noi and Ho Chi Minh City, Viet Nam
Type of Appointment: Consultancy Contract Estimated
Start Date: As soon as possible
Closing Date: 5:00 PM, 22 September 2024

The IOM Migration Health Assessment Program (HAP), part of the Migration Health Division (MHD), provides comprehensive migration health assessments and related services. This is one of the organization's longest-standing activities, carried out through Migration Health Assessment Centers (MHACs) in 50 countries, mobile teams for processing in remote areas, and a large network of service providers and cooperating centers. From 1987 to the present, IOM Viet Nam has been actively involved in facilitating health screenings and travel arrangements for migrants under various programs. Since 1997, IOM Viet Nam has expanded its activities to focus on the migration health concerns of mobile populations, including trafficked persons, internal migrants, and other vulnerable mobile groups. The IOM's MHAC has operated in Ho Chi Minh City since 1988 and expanded to Hanoi in 2015.

SCOPE OF THE SERVICE

Customer Service Training refers to all aspects of service-related interactions that an organization has with its clients. It is a measure of how well the service delivered meets the customer’s expectations and ensures that those expectations are met on a timely basis. It covers the essential aspects of reliability, responsiveness, empathy, and assurance. Therefore, the training provider shall include all the basic concepts and best international practices necessary to achieve the stated objective of this training program. The general themes are listed below. Trainers are expected to provide off-theshelf courses or units covering the following:

Introduction to Customer Service: This includes describing good customer service and identifying its benefits. Highlight the importance of service standards and their impact on a customer’s experience.
Aligning Customer Service Skills to a Strategic Plan: Recognize barriers to delivering outstanding customer service. Establish a superior Customer Service Attitude.
Customer Engagement: Demonstrate how to measure customer satisfaction levels and take corrective action if needed. Identify techniques involved in dealing with demanding customers and those who are angry or upset.
CustomerJourney Map:Generating return customersthrough addressing complaints and pain points.
Superior Communication Skills: Providing Electronic, Telephone or Digital Customer Service. The effect of customers on the organization's bottom line.
Customer Experience – Tips into the “WOW” customer experience.
Measuring Customer Experience and drafting personal action plans.
Produce a well-written and compressive training need assessment report based on the above, including recommendations for:
- Selection of training sites/venues.
- Schedule for training.
- Post-training evaluation and impact assessment.

REQUIRED QUALIFICATIONS

The trainers should possess the following qualifications:

EDUCATION

Master’s degree in Communications; Business major in Customer Relations or Marketing will be an advantage.

EXPERIENCE

Must have 06 years of experience in conducting similar training and showing experience directly related to training focused on customer service skills within the service industry (Migration health aspects).
Extensive experience in training communication, presentation, and negotiation, especially in training adult learners.
Experience in participatory teaching methodologies and curriculum development and willingness to engage participants in many methods of instruction, including individual and team-based learning, small groups, and large groups.
The Consultant must be able to deliver the training in English and Vietnamese.

HOW TO APPLY

All interested candidates should download and complete an IOM Personal History Form from the IOM Viet Nam website at https://vietnam.iom.int/en/careers
Completed applications, including IOM Personal History Form, application letter, and copies of diplomas and certificates, recommendation letters, etc. may be delivered to IOM Sub-Office in Ho Chi Minh city at 1B Pham Ngoc Thanh, Ben Nghe ward, District 1, Ho Chi Minh city or submitted electronically to iomvietnamhr@iom.int referring to this Vacancy Notice’s Position Title.