Overview
The Client Support Associate leads and coordinates activities of the Regional Shared Services Centre Hub, ensuring the smooth flow of work and information by setting priorities and organizing day-to-day work. The role requires in-depth knowledge and interpretation of office policies, procedures and practices, and provides procedural guidance to managers and staff.
Key Responsibilities
- Coordinate the second level and super-user support by distributing and tracking the resolution of client enquiries and technical issues across multiple disciplines.
- Investigate and analyse complex cases and draft replies with documented evidence and provide guidance to the relevant Contact Centre team.
- Perform super user system duties in close collaboration with business process owners.
- Coach junior level General Service staff assigned to the Contact Centre providing training on all aspects of support, preparing materials to maintain the knowledge base.
- Monitor performance to ensure effective client partnerships and joint accountability for process outcomes.
- Carry out periodic Service Level Agreements (SLAs)'performance reviews with clients.
- Analyse data and system issues in the context of user's enquiries, propose adjustments as appropriate, and participate in system changes testing.
- Analyse queries and coordinate the preparation of guidelines and documentation for users.
- Advise FAO personnel, transaction initiators and approvers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE) and advise on FAO rules and procedures.
- Participate in capacity building activities related to refresh users on administrative systems and procedures.
- Coordinate the monitoring of incoming queries through a tracking system and phone within the established service.
- Participate in the preparation of activity reports as required.
- Perform other duties as required.
Required Experience
Five years of relevant experience in administrative support work, including HR and/or travel and finance. Work experience in more than one area of work.
Qualifications
Secondary School Education.
