Intern Client Service Assistant (Multiple Positions)

Issue Date : 09 July 2023

Closing Date : 22 July 2023

IOM is committed to a diverse and inclusive environment

Applications from qualified female candidates are encouraged

Internal candidates who meet the eligibility criteria (Considered as first-tier candidates) External candidates (considered as second- tier candidates

Organizational Context and Scope

Background Information

Established in 1951, the International Organization for Migration (IOM) is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants. Supervision Under the overall supervision of Chief of Mission, general oversight of the Immigration & Border Management (IBM) Division’s Immigration & Visa Support Solutions (IVSS) Unit at HQ & CVAC Global Project Manager in Amman and direct supervision of CVAC Team Leader, the incumbent will provide administrative support for the Canadian Visa Application Centre operated by IOM.

Core Functions / Responsibilities:

• Provide client service excellence to applicants at all times, in full compliance with the IRCC Statement of Work (SOW) and the IRCC Service Standards.
• Assist in the provision of client information: distribution of application forms, checklists regarding visa requirements, and queue order through Queue Management System on reception desk and submission counter, as required; assist with telephone, e-mail, and chat inquiries from clients (including requirements for submitting visa applications and the location of client’s passport), providing timely and accurate information to clients; marketing and providing assistance to clients with Value Added Services including but not limited to Self-Service and Assisted Data Entry services.
• Returning of passports, supporting documentation and visa decisions.
• Undertake all other tasks as may be assigned.

The duration of an internship is from six months up to a maximum of nine months.

Minimum Qualification and Experience

Applicants to IOM internships must, at the time of application, meet one of the following requirements:

a) Have graduated with a university degree and, if selected, must commence the internship within one year of graduation ; or

b) Be enrolled in the final academic year of a first university degree programme (minimum Bachelor’s level or equivalent); or

c) Be enrolled in a graduate school programme (second university degree or equivalent, or higher).

This is a full-time internship. Interns are expected to work 36 hours per week in accordance with the working hours prevailing at the duty station.

*New University graduates that have graduated within a period of 1 year maximum are highly encouraged to apply.

No previous experience is required. Experience in customer service is a plus.

Skills

• Ability to carry out detailed, repetitive work, including cashiering, with accuracy, tact and sound judgment in a fast-paced environment, maintaining a time sensitive schedule.
• Ability to draft clearly and communicate information accurately.
• Familiarity working with Microsoft Office Suite programs such as Outlook, Word and Excel.
• Ability to use standard office equipment such as a computer, photocopier, scanner and printer.
• Ability to perform courteously and efficiently, both independently and as a team member, with public, superiors and colleagues in a high pressured, multicultural environment.

Language requirements:

• Fluency in English and Arabic is required.

The incumbent is expected to demonstrate the following values and competencies:

Values:

• Inclusion and respect for diversity – respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency – maintain high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism – demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies:

• Teamwork – develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results – produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge – continuously seeks to learn, share knowledge and innovate.
• Accountability – takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
• Communication – encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Other:

• Any offer made to the candidate in relation to this Call for Application is subject to funding confirmation.
• Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable. In addition to a clearance from the local government “Court Clearance”.

Eligibility and Selection

In general, the Internship Programme aims at attracting talented students and graduates who:

1. have a specific interest in, or whose studies have covered, areas relevant to IOM programmes and activities;
2. are holding a scholarship for internship placements in international organizations and/or for whom internship is required to complete their studies; or
3. are sponsored by governmental/non-governmental institutions and/or academia to work in specific areas relevant to both IOM and the sponsor.
4. are either students approaching the end of their studies and preparing a thesis, or recently graduated, who have less than two years of relevant working experience.

* Depending on experience and location, IOM provides a small monthly stipend to help offset costs.

How to apply:

• Interested Internal Candidates need to submit their application plus a motivation letter, updated IOM Personal History (PH) Form or E-recruit Internal Candidate profile generated from PRISM Portal through this form: Application Form
• Interested External Candidates are invited to submit their applications plus a cover letter via Akhtaboot website, as per above mentioned date at the latest, referring to this advertisement and VN / Akhtaboot number # 157652.
• Only shortlisted candidates will be contacted.

Posting period:

From 09 July 2023 – 23 July 2023

No Fees: IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training, or other fee). IOM does not request any information related to bank accounts

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