Overview
The Monitoring Assistant-Helpdesk Support will serve as a community-facing communication focal point, responsible for receiving, logging, and referring feedback from CFM Users, and closing the feedback loop in line with Standard Operating Procedures.
Key Responsibilities
- Receive information requests, complaints and feedback, logging, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool.
- Conduct surveys, if requested.
- Refer cases to the relevant focal point as per the SOP, including procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud.
- Apply training and performance management guidance.
- Provide support to peers as required.
- Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process.
- Maintain a professional standard at all times.
- Pro-actively identify and report to the CFM Team Leader areas for improvement of the CFM.
- Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors.
- Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries.
- Contribute to the CFM progress and performance reporting by providing inputs.
- Pro-actively seek guidance from the CFM Team Leader as required.
- Perform other duties as required.
Required Experience
- Minimum of 2 years’ experience in client/customer services functions.
- Previous experience with an international organisation.
- Work experience with a UN or other International Organization’s call centre or CFM would be an asset.
- Applied knowledge and skills of client services management focused on addressing clients/customers issues/problems.
- Applied knowledge of CRM, multi-tasking in at least three languages interchangeably.
- Applied knowledge of the humanitarian, development and/or peace building architecture.
Qualifications
- Completion of secondary school education.
- A post-secondary certificate in the related functional area will be an advantage.
