The Ugandan Jobline

 Job Title:    Client Service Officer
(Client Relations)

Organization: United
Nations Regional Service Centre Entebbe (RSCE)

Duty Station: Entebbe,
Uganda

Job Opening Number: 21-Administration-RSCE-150811-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
Service Officer (Client Relations) will be responsible for managing client
relations, and specifically the Client Relations and Knowledge Management Unit.
This includes strategic analysis, knowledge management of the Pillar, Service
Line relationship management, service quality monitoring and reporting and
carry out the following duties:

General
Responsibilities

·       
Initiate
quality assurance activities to assess and improve performance and align
performance to service level agreement.

·       
Gather
information about the challenges faced by clients and identify ways to better address
those needs.

·       
Develop
and maintain good relationships with clients.

·       
Undertakes
survey initiatives – deploys client satisfaction survey, designs data
collection tools; reviews, analyzes and interprets responses, identifies
problems/issues and prepares conclusions.

·       
Prepares
various client service-related reports and analyses

·       
Update
customer service tools and dashboards in coordination with Unit team members.

·       
Carry
out client service quality management activities in collaboration with other
team members.

·       
Participate
in the process of providing continuous client service staff training.

·       
Participate
in the development of the stakeholder management and communication plan.

·       
Monitor
customer service metrics in collaboration with the other Client Services Officer.

·       
Monitor
and assess client service activities to proactively satisfy clients.

·       
Focal
point for knowledge management and will lead knowledge management initiatives
and support capacity building within the Pillar.

Customer Service
Responsibilities

·       
Providing
management and supervision and technical assistance for the client relations
unit

·       
Initiate
and support continuous improvement opportunities (both system and procedural).

·       
Collect
and provide information for monthly key performance indicators.

·       
Plan and
schedule mission visits to gather information and feedback about client
services.

·       
Work
closely with client entities counterparts to resolve escalated issues.

Other
Responsibilities

·       
Supports
recruiting, staffing, and onboarding processes as appropriate.

·       
Oversee
performance management processes and complete 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.

·       
Plan and
develop reports on the operational and strategic objectives.

 

Qualifications, Skills and Experience:

·       
The
ideal candidate for the United Nations Regional Service Centre Entebbe (RSCE)
Client Service Officer (Client Relations) 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 is required.

·       
A
minimum of five years of experience (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 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 the 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
& 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.

 

Click
Here

 

Deadline: 3^rd April 2021

 

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