Client Support Assistant

Job Posting Organization:
The job posting organization is the FAO Shared Services Centre (SSC), which is dedicated to enhancing the efficiency and effectiveness of service delivery within the Food and Agriculture Organization (FAO). The SSC focuses on process management and quality assurance activities, ensuring that transactional processes are executed effectively. The organization is committed to continuous improvement in customer satisfaction, both for internal and external clients, and aims to drive service excellence while reducing costs through standardization, automation, and self-service capabilities. The SSC operates in Budapest, Hungary, and is part of a larger international network that supports FAO's mission to eliminate hunger and improve nutrition and security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security globally.

Job Overview:
The Client Support Assistant plays a crucial role in coordinating and performing a comprehensive range of client-related support services within the FAO Shared Services Centre. This position is essential for ensuring the quality and consistency of office workflows and information management within the work unit. The incumbent will operate independently, making decisions on work priorities and exercising initiative in addressing unique cases. The role involves close collaboration with various colleagues, business units, and external clients, focusing on delivering procedural guidance and information. The Client Support Assistant is expected to provide second-line support for resolving client inquiries and technical issues across multiple disciplines, including corporate systems and procedures. Additionally, the assistant will review and resolve complex client problems, foster effective partnerships with clients, and assist FAO personnel in processing transactions related to finance, travel, and human resources.

Duties and Responsibilities:
The Client Support Assistant is responsible for a variety of duties, including but not limited to: providing second-line support in resolving client inquiries and technical issues; reviewing and resolving specific client problems, which may be complex or longstanding; fostering effective client partnerships and joint accountability for process outcomes; supporting periodic Service Level Agreements (SLAs) performance reviews with clients; monitoring and escalating performance concerns; identifying user problems in processing transactions and proposing adjustments; maintaining the SSC service catalogue and service level agreements; assisting FAO personnel and transaction initiators in processing Procure to Pay, Finance, Travel, and HR transactions in the FAO Global Resource Management System (ORACLE); advising on FAO rules and procedures; handling incoming queries through a tracking system and phone; drafting documents and correspondence of moderate complexity; and performing other duties as required. The incumbent's work directly impacts the smooth and efficient running of the office, playing a lead role in providing client-related support services to achieve the organizational unit's mandate.

Required Qualifications:
Candidates must meet the following minimum requirements: a secondary school education; four years of relevant experience in office or management support work, including human resources, travel, finance, and/or general administration; a working knowledge (proficiency - level C) of English; and very good knowledge of MS Office applications, internet, and office technology equipment. Additionally, candidates must be nationals of Hungary or possess a valid work permit and reside within commuting distance of the duty station at the time of application.

Educational Background:
The educational background required for this position is a secondary school education. This foundational level of education is essential for understanding the administrative and operational tasks associated with the role of Client Support Assistant.

Experience:
The position requires a minimum of four years of relevant experience in office or management support work. This experience should encompass areas such as human resources, travel, finance, and general administration, providing the candidate with a comprehensive understanding of the various functions and processes involved in client support services.

Languages:
A working knowledge (proficiency - level C) of English is mandatory for this position. Additionally, it is desirable for candidates to have working knowledge (proficiency - level C) or intermediate knowledge (intermediate proficiency - level B) of one of the other working languages of the Organization, which include Arabic, Chinese, French, Russian, or Spanish. This multilingual capability is beneficial for effective communication within the diverse international environment of the FAO.

Additional Notes:
The position is classified under the General Service Staff category, and candidates must be locally recruited, meaning they should be nationals of Hungary or possess a valid work permit. The role requires residency within commuting distance of the duty station, which is defined as the distance within which staff members can travel daily between their place of work and their residence. The position may involve full-time work, and candidates should be prepared to engage in a dynamic and collaborative work environment that emphasizes results focus, teamwork, communication, and continuous improvement.