Client Support Associate

Job Posting Organization:
The Food and Agriculture Organization of the United Nations (FAO) is a specialized agency of the United Nations that leads international efforts to defeat hunger. Established in 1945, FAO has a mission to achieve security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security for all and ensure that people have regular access to enough high-quality food to lead active, healthy lives. The organization operates in over 130 countries and has a workforce of approximately 12,000 employees. FAO's work is guided by the 2030 Agenda for Sustainable Development, focusing on transforming agrifood systems to be more efficient, inclusive, resilient, and sustainable. The Regional Office for Asia and the Pacific (RAP) plays a crucial role in addressing regional priorities related to food security, agriculture, and rural development, ensuring a multidisciplinary approach to programming and fostering partnerships across the region.

Job Overview:
The Client Support Associate is a pivotal role within the Shared Services Centre (SSC) of the Regional Office for Asia and the Pacific (RAP) located in Bangkok, Thailand. This position is responsible for leading and coordinating the activities of the Regional Shared Services Centre Hub, ensuring that work and information flow smoothly. The role requires a comprehensive understanding of office policies, procedures, and practices, as the incumbent will provide procedural guidance to managers and staff throughout the organization. The Client Support Associate will work autonomously, demonstrating a high degree of initiative and independent judgment while supervising other office support staff and providing necessary training and guidance. The position demands excellent communication skills and the ability to maintain effective working relationships with various stakeholders both within and outside the organization.

Duties and Responsibilities:
The Client Support Associate will have a diverse set of responsibilities, including but not limited to: coordinating second-level and super-user support by distributing and tracking the resolution of client inquiries and technical issues across multiple disciplines; investigating and analyzing complex cases and drafting replies with documented evidence; performing super user system duties in collaboration with business process owners; coaching junior General Service staff assigned to the Contact Centre and providing training on all aspects of support; monitoring performance to ensure effective client partnerships and accountability for process outcomes; conducting periodic Service Level Agreements (SLAs) performance reviews with clients; analyzing data and system issues in relation to user inquiries and proposing adjustments; advising FAO personnel on processing transactions in the FAO Global Resource Management System (ORACLE); participating in capacity-building activities; coordinating the monitoring of incoming queries; preparing activity reports; and performing other duties as required.

Required Qualifications:
Candidates must possess a minimum of secondary school education and at least five years of relevant experience in administrative support work, which includes areas such as human resources, travel, and finance. A working knowledge of English at a proficient level (C) is mandatory, along with very good knowledge of MS Office applications and office technology equipment. Candidates must also be nationals of Thailand or possess a valid visa or work permit to work in the country and reside within commuting distance of the duty station at the time of application.

Educational Background:
The educational requirement for this position is a secondary school education. This foundational level of education is essential for understanding the administrative processes and procedures that the Client Support Associate will be involved in.

Experience:
The position requires a minimum of five years of relevant experience in administrative support work. This experience should encompass areas such as human resources, travel, and finance, providing the candidate with a well-rounded background necessary for the responsibilities of the role.

Languages:
A working knowledge of English is mandatory for this position, with proficiency at level C being required. This ensures that the Client Support Associate can effectively communicate and provide support within the organization. While not mandatory, knowledge of additional languages may be considered an asset.

Additional Notes:
The position is classified under the General Service Staff category, which means that candidates must be locally recruited. To be eligible, candidates must be nationals of Thailand or possess a valid visa or work permit and reside within commuting distance of the duty station at the time of application. The role is full-time, and the incumbent will be expected to demonstrate competencies such as results focus, teamwork, communication, building effective relationships, and knowledge sharing. Technical skills in computerized financial, travel, and human resources systems are also essential, along with experience in drafting instructions. Desirable qualifications include work experience in multiple areas and a good understanding of FAO's organizational structure.