Jobs in Uganda Uganda Client Service Officer (CLIENT RELATIONS)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE) Jobs in Uganda Un Jobs Jobs in Uganda at Client Service Officer (CLIENT RELATIONS)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE) Un Jobs Employment opportunities Client Service Officer (CLIENT RELATIONS)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE)
Job Title ⇒ Client Service Officer Client Relations
]https//www.theugandanjobline.com/
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
]https//careers.un.org/lbw/jobdetail.aspxid=150811&Lang=en-US
Deadline 3 rd April 2021
Send your Application Through
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Email⇒
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Jobs in Uganda Uganda Client Service Officer (CLIENT RELATIONS)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE) Jobs in Uganda Un Jobs Jobs in Uganda at Client Service Officer (CLIENT RELATIONS)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE) Un Jobs Employment opportunities Client Service Officer (CLIENT RELATIONS)UNITED NATIONS REGIONAL SERVICE CENTRE ENTEBBE (RSCE)
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