Organizational Setting
The Shared Services Centre (SSC) is a centre of excellence focused on the delivery of high quality and cost effective administrative services for FAO globally. The SSC ensures the management of quality assurance activities associated with its transactional processes and service delivery; continuously improves the satisfaction of its customers, internal or external, while pursuing a continuous improvement agenda that will drive up service excellence while driving down the costs of service delivery through process standardization, process automation and self-service capabilities.
The Contact Centre Unit within SSC is a global team in Budapest, Santiago and Bangkok providing first line client support for administrative servicing. The team in Santiago consists of 6 people and works Mon-Fri, 8:30-17:00
Reporting Lines
The Client Support Analyst/Assistant reports to the Client Support Officer.
Technical Focus
Under the general supervision of the Client Support Unit Officer, CSLC, and in close collaboration with the other Contact Centre Unit team members, the incumbent will be involved in the operational tasks related to administrative support to the FAO personnel globally. Main tasks will include answering first line queries.
Tasks and responsibilities
• assist FAO personnel in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE), and advise on associated FAO rules and procedures;
• assist users in operating FAO corporate systems and manage accesses for FAO Administrative systems;
• handle and answer queries through a tracking system and phone within the established Service Level Agreement;
• identify where clients encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate, participate in testing system changes;
• draft routine documents and correspondence relating to the above.
CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING
Minimum Requirements
• High school diploma
• 0-2 years of relevant work experience in administration, client support, human resources, finance, travel or related administrative support work
• Working knowledge (level C) of English; knowledge of another FAO language (French, Spanish, Arabic, Chinese or Russian) is an asset
• National or resident/temporary resident of Chile with a valid work permit or a document that allows working in the country. (Please attach this document to your application in TALEO)
FAO Core Competencies
• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement
Technical/Functional Skills
• Client focus oriented and commitment to results
• Experience and knowledge of UN Common system and/or Shared Service Centres would be an asset
• Ability to work under pressure to meet irrevocable deadlines and as an effective team member
• Good knowledge of the MS Office applications and office equipment. Experience in client support, familiarity with ERPs and tracking systems and knowledge of Spanish or French would be an asset.
This vacancy is archived.