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- Review and assign incoming cases in line with established procedures and responsibilities
- Assist UN Volunteers throughout the volunteer cycle in a timely and accurate manner;
- Respond to queries in English, Spanish and/or French and ensure timely case resolution as per KPIs;
- Guide candidates and volunteers on website-related processes and solve problems raised;
- Develop the Service Desk knowledge base of queries and resolutions;
- Develop, translate and update message templates and any relevant materials or web-content contributing to improve clarity of information;
- Escalate cases to relevant UNV personnel or sections as necessary, especially the Volunteer Solutions Section, for guidance and clarification on questions related to volunteer policies, standard operating procedures and systems;
- Ensure compliance with UNV policies and procedures, and record actions in relevant systems;
- Monitor trends in reported issues and propose measures to address their root-causes (including offerings, standard operating procedures, training, etc.);
- Develop improvements to response times and service quality;
- Monitor satisfaction with support provided, follow up when relevant.
- As appropriate, support the Volunteer Recruitment and Volunteer Management staff in the provision of recruitment and volunteer management services encompassing the full cycle of volunteers’ engagement, from recruitment through onboarding, transactional entitlements management and separation, in adherence to established regulations and policies;
- Guide and support candidates, UN Volunteers and UNV’s managers and partner agencies on the Conditions of Service for the different volunteer modalities, as well as and on the volunteer management cycle;
- Contribute to the improvements of workflows by identifying bottlenecks and proposing solutions to streamline workflows. Alert on deficiencies or risks and escalate related issues to direct supervisor’s consideration;
- Liaise with Regional Offices and Field Units to look into special situations and provide guidance on applicable regulations, rules and policies to ensure full compliance with accountability framework
- Provide inputs to the design of training materials and corporate activities towards building staff capacity at headquarters, regional and country levels in using UNV’s Service Desk tools effectively;
- Synthesize recruitment, and volunteer management knowledge and integrate into UNV’s Service Desk knowledge base for internal and external consumption.;
- Make contributions to knowledge networks and communities of practice;
- Provide inputs and feedback for the improvement of Service Desk related IT systems and processes that enable the Centre’s timely and quality service delivery.
- Support the Team Leader, VSC in the coordination of the team meetings, annual work planning and reporting processes;
- Serve on a rotational basis as a focal point for the Volunteer Services Centre on specific roles;
- Perform any other duties assigned by the supervisor.
- Ability to make new and useful ideas work
- Ability to persuade others to follow
- Ability to improve performance and satisfaction
- Ability to listen, adapt, persuade and transform
- Ability to get things done while exercising good judgement
- Ability to perform administrative and procedural activities to ensure that quality requirements and goals are fulfilled
- Ability to engage and foster strategic partnerships with other parties, inter-agency coordination and forge productive working relationships
- Ability to identify and execute opportunities to improve operational efficiency
- Ability to capture, develop, share and effectively use information and knowledge
- Secondary education;
- University degree in human resources, business or public administration is desirable, but it is not a requirement;
- Training in Salesforce Service Cloud would be an asset
- 6 years of experience in customer support, personnel management, client service, and online collaboration/communication.
- Fluency in English;
- Proficiency in Spanish or French.
- Experience in the usage of Salesforce Service Cloud and office software packages (MS Word, Excel, etc.);
- Experience in handling web-based management systems.
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Việc làm tại các tổ chức phi chính phủ - NGO Recruitment
- Website: https://ngorecruitment.org/
- Instagram: https://www.instagram.com/ngorecruitment_vn
- LinkedIn: https://www.linkedin.com/in/ngorecruitment
- Group: https://www.facebook.com/groups/VieclamPhichinhphu
- Youtube: http://bit.ly/Youtube_NGORecruitment
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