Business Support Assistant (Customer Service) SC5
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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status, physical or mental disability.
ABOUT WFP
UN FLEET is an independent entity which builds on WFP and UNHCR’s experience is setting-up self-sustaining vehicle leasing schemes and leverages this expertise and experience to offer the same light vehicle provision model to all other UN agencies.
The UN System collectively operates more than 30,000 light vehicles globally. By reducing the duplication of functions as well as administrative and transaction costs through the consolidation of sleet services, UN FLEET is a tangible UN Reform initiative providing support across the United Nations system for the 2030 Agenda for Sustainable Development.
The Client Relations Officer will be the first point of contact in engaging with focal points at the various Client Agencies – both at the Headquarter and Country Office levels. The focus will be on providing excellent customer service to Client Agencies, facilitating their onboarding to the UN FLEET Portal and offering timely support to proactively address their needs for leasing of light vehicles through UN FLEET.
WHY WORK AT WFP?
SAVING & CHANGING LIVES ❤
Make a difference the world will notice.
We are driven by our mission to fight world hunger and feed people’s dreams of a brighter future.
GLOBAL COMMUNITY 🌍
Build bridges that unite people across the world.
Being part of a global, diverse and multicultural community like WFP, will continuously expose you to new ideas and perspectives.
How we deliver our mission in deep respect for personal and cultural differences and close collaboration between every member of our global team, will certainly enrich your experience and knowledge on so many levels.
UNLIMITED POSSIBILITIES 💡
Unlock possibilities you never thought you'd find.
WFP goes anywhere it is needed and does whatever it takes to get the job done.
LIFE-CHANGING EXPERIENCE ⭐
Reach beyond yourself and discover your true potential.
WFP offers the kind of life-changing experiences you’re unlikely find in many other organizations.
Join us to make a difference
Watch this video to know more about us!!
Link: https://www.youtube.com/watch?v=3mzGbaRAhz8&feature=youtu.be
ORGANIZATIONAL CONTEXT
At this level job holders are expected to take responsibility for completion of a range of business support activities requiring some interpretation of standard guidelines/practices. Job holders are able to recommend a course of action to staff at various levels and may allocate tasks to more junior colleagues.
JOB PURPOSE
To deliver a wide range of business support processes and activities for a specific professional area of work, to facilitate effective service delivery.
JOB TITLE: Business Support Assistant (Customer Service)
TYPE OF CONTRACT: Service Contract
LEVEL: SC 5
SALARY: Starts from AED 15,983.22 per month (inclusive of pension), plus insurance and other benefits.
UNIT/DIVISION: UN FLEET
DUTY STATION (City, Country): Dubai, UAE
DURATION: 12 Months
Under the direct supervision of the Head of Client Relations, the incumbent will have responsibilities as outlined below:
KEY ACCOUNTABILITIES (not all-inclusive)
Provide customer service support to the Client Agencies of UN FLEET
• Monitor the UN FLEET Portal for new requests (both leasing and customer support requests).
• Process leasing requests for Standard vehicles, non-standard vehicles and accessories. Review leasing requests, coordinate with Client Offices (HQ, Regional and in country), liaise with UN FLEET Shipping Associate for the estimated shipping cost and delivery time.
• Provide Pro-forma Invoice and obtain client’s confirmation on orders; follow up with clients to ensure timely recognition of confirmed orders and funding commitments. (such as, signed PFI and other supporting documents).
• Effectively manage, monitor, and track vehicle leasing requests and inquiries that are active and/or in the pipeline.
• Assist in obtaining confirmation of receipt of vehicles by Client Office and ensure GRN process is completed.
• Provide Final Invoices for Lease and Credit Notes (when necessary) to Clients.
• Keep records of details of inquiries, complaints, or comments, as well as actions taken; regular follow ups with the customers on the services provided.
• Extract data from Fleet Portal and Fleet Wave for analysis and reporting purpose.
• Liaise with internal teams and other stakeholders as required (e.g., UN FLEET Shipping, UN FLEET Finance, UNHCR GFM, WFP Fleet Centre, UNHRD, etc.).
• Follow up with Client focal points on the GRN, once confirmed update Finance and follow up with UN FLEET Shipping to update the leasing request status in a timely manner.
• Support the onboarding of newly signed Client Agencies to the UN FLEET system.
• Manage expectations of key Client Agency focal points through effective and transparent communication.
Collaborate with Internal UN FLEET operational teams:
• Advocate on behalf of Client Agencies to ensure that orders are fulfilled according to defined service levels.
• Translate technical information obtained internally (vehicle, financial, etc.) into information that can be easily consumed by a non-technical business audience.
• Track the timely delivery and implementation of operational requirements.
• Work collaboratively with the members of the UN FLEET team and the UNHCR & WFP Fleet teams to ensure technical viability, availability & allocation of vehicles to fulfill customer leasing requests.
2. Other responsibilities, as required.
STANDARD MINIMUM QUALIFICATIONS
Education:
Completion of secondary school education. University degree in Finance, Economics, Business, Management or equivalent is desirable.
Experience:
- Minimum 5 year of progressive work experience in the automotive, transport, logistics, customer service or related industry.
- Familiarity with the UN system and/or Best Practices in Project Management and Business Operations Support (Administration, HR, Internal Controls etc.) would be a strong asset.
- Experience in cross-functional collaboration, building partnership/collaboration.
- Experience in ERP system is desired
Knowledge and skills:
- A customer-oriented attitude.
- Excellent communication and negotiation skills.
- Proficient in MS Office including Excel and PowerPoint.
- Strong time management skills with an ability to plan, anticipate requirements, problems and obstacles and an ability to handle competing priorities successfully and to work to tight deadlines.
- Ability to balance speed of work with a high degree of autonomy.
- Collaborative spirit and reliable team player.
- Able to liaise with a wide range of people at all levels and across different cultures and to act with credibility and diplomacy.
Language:
Fluency (level C) in English language. Knowledge of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese, will be an advantage.
4Ps CORE ORGANISATIONAL CAPABILITIES
Purpose
- Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
- Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
- Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
- Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.
People
- Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
- Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
- Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
- Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.
Performance
- Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
- Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
- Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
- Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.
Partnership
- Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
- Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
- Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
- Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
TERMS AND CONDITIONS
Only those candidates shortlisted for interview will be notified.
DEADLINE FOR APPLICATIONS
28 February 2023.
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All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.
No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.
