Overview
The Business Support Assistant (Complaints and Feedback Mechanism) will act as an operator for the complaints management mechanism, serving as a communication focal point with the community. The role involves receiving, registering, and referring feedback from CFM users and closing the feedback loop.
Tasks Summary
- Receive information requests, complaints, and feedback, and register, refer, and close cases and consent status appropriately, accurately, and in a timely manner in the CFM CRM tool, in accordance with the consent provided by the CFM user and in line with SOPs;
- Transmit cases to the competent focal point, in accordance with standard operating procedures, respecting, where necessary, procedures for handling sensitive cases, allegations of sexual exploitation and abuse (SEA), and fraud;
- Ensure follow-up of complaints and feedback throughout their lifecycle, including by regularly inquiring with focal points about actions taken for case resolution;
- Inform Accountability and Gender focal points of the resolution of feedback;
- Alert on general feedback trends to enable WFP to identify large-scale challenges requiring adjustment of its activities;
- Proactively identify and report to the CFM Manager areas for CFM improvement, including but not limited to, accuracy and quality of information shared with the CFM user, technical issues related to SugarCRM, improvements to the data entry form, procedures on how to obtain data from the data entry form, procedures on how to handle difficult CFM users;
- Apply the WFP Data Protection and Privacy Policy (DPPP) to all aspects of the data flow process, in all interactions with the CFM user, and report any DPPP violation;
- Maintain a professional level at all times, especially during difficult or stressful interactions with CFM users and colleagues;
- Proactively seek guidance from the CFM Manager, as appropriate.
- Undertake potential CFM field missions;
- Perform other tasks as required, including exceptionally supporting the capacity building of complaint management of sub-offices, during sensitive and large-scale exercises.
Experience Requirements
At least four years of experience in customer service functions, including prior experience in a non-governmental organization. Applied knowledge of customer relationship management (CRM), multitasking in at least three languages, interchangeably. Professional experience in a call center would be an asset.
Qualification Requirements
Baccalaureate degree; A higher degree in business administration focused on customer service management, social sciences, or another related functional area would be desirable.
