ROSTER – Business Support Assistant (Community Feedback Mechanism Hotline Operator) – SC4 – Kabul
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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. Selection of staff is made on a competitive basis. We are committed to promoting diversity and the principle of equal employment opportunity for all our employees and encourages qualified candidates to apply irrespective of religion or belief, ethnic or social background, gender, gender identity and disability.
JOB DETAILS
Job Title: Roster- Business Support Assistant (Community Feedback Mechanism Hotline Operator)- SC4
Grade: SC4
Type of contract: Service Contract
Duration: 12 Months (Extendable)
Duty Station: Kabul
Vacancy Number: 171663
Date of Publication: 28 Aug 2022
Deadline of Application: 11 Sep 2022
This vacancy announcement is for Afghan females only.
ABOUT WFP
The World Food Programme (WFP) is the leading humanitarian organization saving lives and changing lives, delivering food assistance in emergencies and working with communities to improve nutrition and build resilience.
ORGANIZATIONAL CONTEXT
The hunger crisis in Afghanistan is unfolding at a rapidly, with over half the country’s population of 40 million now facing acute food insecurity—the highest number the humanitarian community has ever seen in Afghanistan. Work opportunities are shrinking, with most households now reporting just one day of work per week. This comes on top of the worst drought in years, which is especially concerning for the 85 percent of the population who rely on agriculture for livelihoods.
Preventing and mitigating a drastic increase in hunger and malnutrition is the aim of WFP in Afghanistan which can only be achieved through the scaled up and sustained complementary food security and nutrition interventions, combined with a scale-up of resilience interventions to safeguard gains. WFP has embarked on a significant month on month scale-up of its crisis response and resilience programmes across the country, ensuring that the programme is delivered at the right scale and time, targeted to the right areas. WFP is also actively following up on evolving trends to pre-empt hotspots, while guaranteeing quality and maximum impact of the programme through the monitoring of these hotspots to be able to support continued donor advocacy.
JOB PURPOSE
WFP seeks a CFM Operator to be a community-facing communication focal point that receives, logs and refers feedback from CFM Users and closes the feedback loop with CFM Users in line with Standard Operating Procedures (SOPs). Under the overall guidance and supervision of the CFM Manager and to support the implementation of a functional CFM, the CFM Operator is responsible for information sharing, data capturing, case referral and closing the feedback loop in line with SOPs.
KEY ACCOUNTABILITIES
Responsibilities:
• Receive information requests, complaints and feedback, logging, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool as per the consent provided by the CFM User and in line with SOPs.
• Conduct surveys, if requested.
• Refer cases to the relevant focal point as per the SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
• Apply training and performance management guidance. Provide support to peers as required.
• Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CFM User, and reporting any breaches of the PDPP.
• Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues.
• Pro-actively identify and report to the CFM Manager areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, technical issues with the CRM, improvements to the data intake form, procedures on how to handle difficult CFM Users.
• Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.
• Pro-actively seek guidance from the CFM Manager as required.
• Perform other duties as required.
STANDARD MINIMUM QUALIFICATIONS
Education:
Completion of bachelor’s in business administration focused. Bachelor’s in business administration mainly focused on client/customer services management or in other related functional area is desirable.
Experience:
Minimum of 3 years’ experience in client/customer services functions including previous experience with an international organisation. Work experience with a UN or other International Organization’s call centre would be an asset.
Knowledge & Skills:
Excellent customer care and communication skills, a clear and friendly attitude, the ability to follow instructions. Demonstrated attention to detail, solid IT skills (including working on multiple platforms simultaneously), problem-solving skills, ability to work under pressure and multi-task in a professional manner while meeting targets in a high-pressure environment. Excellent time management and language skills.
Languages:
Oral and written working knowledge of English. Fluent in Dari and Pashto languages.
HOW TO APPLY
To be considered, interested candidates are invited to apply via (https://www.wfp.org/careers/job-openings).
Only short-listed candidates will be contacted.
We want to ensure the recruitment process is fully accessible. Please contact us at [email protected] to advise us of any accessibility needs you may have.
