Contact Centre Assistant

Staff in the General Service category are recruited locally from the Primary Location area, which is where the office is located • FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture • Qualified female applicants, qualified nationals of non-and under-represented member nations and person with disabilities are encouraged to apply • Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold our values. FAO has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and FAO, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. • All selected candidates will undergo rigorous reference and background checks • All applications will be treated with the strictest confidentiality • The incumbent may be re-assigned to different activities and/or duty stations depending on the evolving needs of the Organization. Organizational Setting The Shared Services Centre (SSC) recommends and administers process management and procedures that need to be executed effectively; ensure the management of quality assurance activities associated with the transactional processes and implementation of service delivery; continuously improve the satisfaction of its customers, internal or external, while pursuing a continuous improvement agenda that will drive up service excellence while driving down the costs of service delivery through process standardization, process automation and self-service capabilities. Main Purpose The Contact Centre Assistant performs a full range of client –related support services contributing to the smooth and efficient running of the work unit. Supervision Received/Exercised The Contact Centre Assistant reports to a Professional Staff and receive guidance from an Associate. The incumbent operates independently on routine matters. Supervision received is focused on the quality of work outputs and provides for on-the-job learning. Working Relationships The Contact Centre Assistant works closely with a wide range of colleagues, with business units and with immediate clients within the Organization, providing procedural guidance and information. Key Functions/Results • Assist FAO personnel, transaction initiators and approvers on FAO administrative processes related to Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE), and advise on FAO rules and procedures; • Assist users in operating FAO corporate systems (Budget Maintenance Module, Management Information System, Taleo, and you@fao); • Handle incoming queries through a tracking system and phone within the established Service Level Agreement; • Manage accesses for FAO Administrative systems; • Escalate issues and complex queries to higher level if necessary; • Identify where users encounter problems in processing transactions, identify data discrepancies in the system and escalate • Participate in testing system changes; • Draft routine documents and correspondence relating to the above; • Perform other duties as required. Impact Of Work The incumbent’s work impacts directly on the smooth and efficient running of the Office and the overall output of the work unit. CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING Minimum Requirements Education: Secondary school education Experience: Three years of relevant experience in office/ management support work, including human resources, and/or travel and finance Languages: Working knowledge (Level C) of English and Spanish IT Skills: Very good knowledge of the MS Office applications, Internet and office technology equipment Competencies • Results Focus • Teamwork • Communication • Building Effective Relationships • Knowledge Sharing and Continuous Improvement Technical Skills • Very good knowledge of corporate computerized financial / travel / human resources systems and administrative procedures and policies DESIRABLE QUALIFICATIONS AND SKILLS • Work experience in more than one area of work; • Limited knowledge of a second UN language (French, Spanish, Arabic, Russian or Chinese); • Good knowledge of FAO’s organizational structure Assessment Evaluation of qualified applicants may include an assessment exercise and a technical / competency-based interview.