Client Support Assistant

Job Posting Organization:
The job posting organization is the Regional Office for Asia and the Pacific (RAP) of the Food and Agriculture Organization (FAO). This office is dedicated to addressing regional priorities related to security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security, agriculture, and rural development. Established to lead FAO's initiatives in the Asia-Pacific region, RAP plays a crucial role in identifying, planning, and implementing priority activities that align with the organization's strategic goals. The office oversees a network of Country Offices and the Subregional Office for the Pacific Islands (SAP), ensuring a multidisciplinary approach to programs and projects. RAP collaborates with various divisions and centers at FAO headquarters to develop and promote strategic responses to regional challenges, contributing to the FAO Strategic Framework and the United Nations Sustainable Development Cooperation Framework (UNSDCF). The office is led by the director-general" style="border-bottom: 1px dotted #007bff !important;">Assistant Director-General (ADG) and includes two Deputy Regional Representatives (DRRs).

Job Overview:
The Client Support Assistant position is integral to the operations of the Regional Office for Asia and the Pacific (RAP) in Bangkok, Thailand. The primary function of this role is to coordinate and perform a comprehensive range of client-related support services, ensuring that the flow of office work and information is both consistent and of high quality. The incumbent will work independently, making decisions on work priorities and exercising initiative in addressing cases that may not have clear precedents. The role involves close collaboration with colleagues across various business units and external clients, providing procedural guidance and information to facilitate effective client support. The Client Support Assistant will also be responsible for fostering strong client partnerships and ensuring accountability for process outcomes, which includes supporting periodic reviews of Service Level Agreements (SLAs) with clients and monitoring performance concerns. This position is crucial for maintaining the efficiency and effectiveness of the office's operations, directly impacting the successful achievement of the organizational unit's mandate.

Duties and Responsibilities:
The Client Support Assistant will have a diverse set of responsibilities, including but not limited to: providing second-line support in resolving client inquiries and technical issues across multiple disciplines, particularly those related to corporate systems and procedures; reviewing and resolving specific client problems, which may be complex or longstanding; fostering effective client partnerships and ensuring joint accountability for process outcomes; supporting periodic performance reviews of Service Level Agreements (SLAs) with clients; monitoring and escalating performance concerns as necessary; identifying user problems in processing transactions, recognizing data discrepancies in the system, proposing adjustments, and participating in testing system changes; maintaining the SSC service catalogue and service level agreements, adapting to changing client needs; assisting FAO personnel, transaction initiators, and approvers in processing Procure to Pay, Finance, Travel, and HR transactions within the FAO Global Resource Management System (ORACLE); advising on FAO rules and procedures; handling incoming queries through a tracking system and phone within established Service Level Agreements; drafting documents and correspondence of moderate complexity; and performing other duties as required to support the office's operations.

Required Qualifications:
Candidates must meet several minimum requirements to be considered for the Client Support Assistant position. These include having a secondary school education and 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. Additionally, candidates must possess a working knowledge (proficiency - level C) of English, as well as very good knowledge of MS Office applications, internet usage, and office technology equipment. It is also important that candidates are nationals of Thailand or possess a valid visa or work permit to work in the country, residing within commuting distance of the duty station at the time of application.

Educational Background:
The educational background required for the Client Support Assistant position is a secondary school education. This foundational level of education is essential for understanding the administrative and operational tasks associated with the role, as well as for effective communication and coordination with various stakeholders within the organization.

Experience:
The position requires candidates to have a minimum of four years of relevant experience in office or management support work. This experience should ideally include exposure to various functions such as human resources, travel, finance, and general administration. The breadth of experience is crucial for the candidate to effectively handle the diverse responsibilities of the role and to provide high-quality support to clients and colleagues alike.

Languages:
A working knowledge (proficiency - level C) of English is mandatory for this position. Additionally, having intermediate knowledge (intermediate proficiency - level B) of another FAO official language, such as Arabic, Chinese, French, Russian, or Spanish, is considered desirable. This multilingual capability can enhance communication and collaboration within the organization and with external partners.

Additional Notes:
The Client Support Assistant position is classified under the General Service Staff category, which means that candidates must be locally recruited. To be eligible for this role, candidates must be nationals of Thailand or possess an existing valid visa or work permit to work in the country. Furthermore, candidates must reside within commuting distance of the duty station at the time of application, which is defined as the distance that allows for daily travel between their residence and the workplace. The position is full-time, and the successful candidate will be expected to demonstrate competencies such as results focus, teamwork, communication, building effective relationships, knowledge sharing, and continuous improvement. Technical skills in corporate computerized financial, travel, and human resources systems, as well as administrative procedures and policies, are also essential for success in this role.