Junior Customer Care Assistant at the International Organization for Migration (IOM)

International Organization for Migration (IOM) is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental andnon-governmental partners. IOM is dedicated to promoting humane and orderly migration for thebenefit of all. It does so by providing services and advice to governments and migrants

We are recruiting to fill the position below:

Job Title: Junior Customer Care Assistant

SVN No.: SVN2023.117
Location: Lagos
Organizational Unit: Migration Health
IOM Classification: G3
Type of Appointment: Special Short-Term (SST) 6 months with the possibility of extension
Estimated Start Date: As soon as possible

Core Functions / Responsibilities

• Provide general information, relevant to Health Assessment Programs, Applicant processing, and other IOM services to the clients.
• Greet visitors and provide a positive image of IOM and hospitality for clients and visitors.
• Identify and aid clients requiring prioritization.
• Answer clients’ questions and provide information regarding the health assessment process.
• Direct clients to the right department, staff, or helpful resources such as bulletins, brochures, etc. Follow up with customers as needed to ensure any problems are resolved.
• Maintain constant vigilance to ensure the safety of clients, staff, and IOM property. Report unusual activity or suspicions of safety issues to the supervisor in a timely manner.
• Assist in maintaining a visitor’s log and ensure they are provided with security access to the building and offices if required.
• Gathering, organizing, and archiving paper and electronic files and documents. Secure and protect the privacy of such documents and files.
• Receive, direct, and track all incoming/outgoing correspondence (courier packages, etc.) adhering to established procedures in the mission.
• Monitor the process flow to ensure order and manage crowding in waiting areas by redistributing clients to other stations when necessary.

Education

• University Degree with at least one year of experience or High School Degree/Certificate with 3 years of relevant working experience.

Experience:

• Proficient in MS office applications e.g., Word, Excel, PowerPoint, Email, Outlook.
• Prior work experience with humanitarian organizations, non-government, hospitality, or service-oriented, industry in a multi-cultural setting is an advantage.
• Experience in administrative or customer service support will be considered.

Languages:

• Fluency in English (oral and written) required, working knowledge of the local language.

Skills:

• Attention to detail, ability to organize paperwork in a methodical way.
• Discreet, details, and client-oriented, patient with willingness to learn new things.
• Written and verbal communication skills.
• Knowledge of customer service.
• Ability to work under pressure.
• Multitasking and prioritizing

Required Competencies
Values:

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency: maintain high ethical standards and act in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: demonstrates the ability to work in a composed, competent, and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected, and fairly treated.

Core Competencies - Behavioural Indicators Level 2:

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action-oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: continuously seeks to learn, share knowledge, and innovate.
• Accountability: takes ownership of achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring, and motivational way.

Application Closing Date
1st November, 2023.