Overview
This announcement seeks to establish a roster of qualified candidates for future opportunities as CFM Service Agents in various operational locations. The role supports the standardization and operation of the Community and Feedback Mechanism (CFM) and remote monitoring plans.
Key Responsibilities
- Receive, register, refer, and close requests for information, complaints, and comments in the CFM CRM tool.
- Support standardization activities for the CFM.
- Apply WFP's Data Privacy and Personal Data Protection Policy (PDPP).
- Assist in managing information, issuing alerts, and preparing performance reports.
- Proactively identify areas for CFM improvement.
- Participate in remote training sessions on monitoring tools and corporate systems.
- Support remote monitoring activities, including conducting surveys and data verification.
- Participate in field missions when required.
- Support the consolidation and analysis of information.
Required Experience
- At least 2 years of experience managing service channels (call center, in-person service, or online chat) or working with vulnerable communities.
- Experience in activities requiring close contact with service beneficiaries.
- Knowledge in spreadsheets and database packages.
- Applied knowledge and skills in customer service management.
- Desirable experience in using web-based information systems, real-time data collection applications, and CRM platforms.
Qualifications
- Completion of secondary education cycle.
- Desirable: Technical, technological, or professional degree in business administration, economics, engineering, industrial engineering, administration, social work, or related fields.
