Customer Service Assistant – Hanoi (IOM)

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental, and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

Organization context and scope:

Under the overall supervision of the Chief Migration Health Officer (CMHO) and the direct supervision of the Senior Medical Assistant, the successful candidate will be responsible for the carrying out the following duties and responsibilities in relation to the Migration Health Assessment Centre (MHAC) in HCMC and Hanoi, Viet Nam.

Responsibility and accountabilities:

The customer service assistant at the counter welcomes and assists migrants in obtaining services related to health assessment programs and many other IOM services.

He/she may be assigned to one of two potential sub-units within the Migration Health Assessment Centre (MHAC): the reception and data processing unit or the call center. The incumbent will need to be capable of flexibility when assigned different tasks. Below is a description of the possible tasks, which are more detailed in the duty lists and standard operating procedures (SOPS).

Customer care and reception overall duties:

1. Welcome visitors and provide a positive image of IOM
2. Keep a register of visitors and ensure that they have secure access to the building and offices if necessary.
3. Provide direct instruction and support to customer during health assessment procedures (answering inquiries, filling forms, and orientation of customers)
4. Ensure applicants have proper identity documents
5. Contribute to customer satisfaction evaluation by managing customer satisfaction survey and feedback through all platforms (paper form and online) and handling customer issues and complaints.
6. Receives, directs, and tracks all incoming/outgoing correspondence (emails, courier packages, faxes, etc.) to the appropriate party.
7. Provide logistical assistance to meetings and workshops.

Required qualifications and experience:

1. Assist data team to collect statistics related to health assessments and update the records.
2. Entering bio data of the applicants in the appropriate platform.
3. Provide support in preparing, sorting, and packaging medical files and other documents.
4. Ensure the follow-up of file, incoming/outgoing letters, reports, memoranda, emails, faxes as well as IOM documents and forms related to IOM medical issues.
5. Prepare, sort and package completed medical files and other documents for delivery.
6. Perform such other duties as may be assigned by the senior administrative assistant.

Required qualifications and experience:

EDUCATION

• University Degree with at least two years of relevant working experience; or
• Secondary School Diploma with at least four years of relevant working experience.
• Certificate in IT/Data entry is an advantage.

EXPERIENCE

• Experience in customer care service, with Persuasive speaking skills, ability to use Positive language, and clear communication skills. Experience in medical setting is an asset.
• Two years relevant professional experience, preferably in administrative support or similar roles
• Typing speed of at least 60 words per minute.
• Good computer literacy in Windows and MS Office is mandatory, knowledge of web page design would be an asset.
• Knowledge of medical terminology, as well as previous secretarial and archival experience, an added advantage; and,
• Previous working experience with NGOs or international organizations is an added advantage.

SKILLS

• Proficient in Microsoft Office applications e.g. Word, Excel, PowerPoint, E-mail, Outlook.

LANGUAGES

• For all applicants, fluency in English is required (oral and written).

REQUIRED COMPETENCIES

The incumbent is expected to demonstrate the following technical and behavioural competencies:

• Values: Inclusion and respect for diversity, intergrity and transparency, professionalism
• Core competencies - level 1

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/vi

Completed applications, including IOM Personal History Form, application letter, and copies of diplomas and certificates, recommendation letters, etc. may be delivered to the IOM Mission Office in Hanoi at 304 Kim Ma, Ba Dinh district, Ha Noi or submitted electronically to iomvietnamhr@iom.int referring to this Vacancy Notice’s Position Title. IOM only accepts profiles with IOM Personal History Form duly completed.

Applications are non-returnable and only short-listed candidates will be contacted

More details: https://s.net.vn/F0kt

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