Client Support Associate

Job Posting Organization:
The job is posted by the FAO Shared Services Centre (SSC), which is dedicated to enhancing the efficiency and effectiveness of service delivery within the organization. The SSC focuses on process management and quality assurance activities, ensuring that transactional processes are executed effectively. The organization is committed to continuous improvement, aiming to enhance customer satisfaction while reducing service delivery costs through standardization, automation, and self-service capabilities. The SSC operates in Budapest, Hungary, and plays a crucial role in supporting the FAO's mission globally.

Job Overview:
The Client Support Associate position is integral to the operations of the FAO Shared Services Centre in Budapest. This role involves leading and coordinating activities within the Regional Shared Services Centre Hub, ensuring that workflows and information are managed efficiently. The incumbent is expected to have a deep understanding of office policies and procedures, providing guidance to managers and staff throughout the organization. The position requires a proactive approach, as the Client Support Associate will work autonomously, demonstrating initiative and independent judgment. The role also involves supervising other office support staff and providing them with necessary training and guidance to ensure effective service delivery.

Duties and Responsibilities:
The Client Support Associate will be responsible for coordinating second-level support and tracking the resolution of client inquiries and technical issues across various disciplines. This includes investigating complex cases, drafting responses with documented evidence, and providing guidance to the Contact Centre team. The incumbent will perform super user system duties in collaboration with business process owners, coach junior General Service staff, and monitor performance to ensure effective client partnerships. Additionally, the role involves conducting periodic performance reviews of Service Level Agreements (SLAs) with clients, analyzing data and system issues, advising FAO personnel on various transactions, and participating in capacity-building activities related to administrative systems. The Client Support Associate will also coordinate the monitoring of incoming queries and prepare activity reports as required, contributing to the overall efficiency of the Contact Centre.

Required Qualifications:
Candidates must possess a secondary school education and have a minimum of five years of relevant experience in administrative support, particularly in HR, travel, and finance. Proficiency in English at a working knowledge level (C) is mandatory, along with intermediate knowledge (B) of another FAO official language such as Arabic, Chinese, French, Russian, or Spanish. Additionally, candidates should have very good knowledge of MS Office applications and office technology equipment. The role requires strong competencies in results focus, teamwork, communication, building effective relationships, knowledge sharing, and continuous improvement.

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 managing.

Experience:
The position requires candidates to have at least five years of relevant experience in administrative support work. This experience should encompass areas such as human resources, travel, and finance, providing the necessary background to handle the responsibilities of the role effectively.

Languages:
Candidates must have a working knowledge of English at proficiency level C, which indicates a strong command of the language. Additionally, an intermediate knowledge of another FAO official language (Arabic, Chinese, French, Russian, or Spanish) at level B is required, which allows for effective communication in a multilingual environment.

Additional Notes:
The position is classified under the General Service Staff category, which means that candidates must be nationals of Hungary or possess a valid visa or work permit to work in the country. It is important for applicants to reside within commuting distance of the duty station, ensuring they can travel daily between their residence and the workplace. The job is full-time, and the recruitment process is focused on local candidates.