IOM Tunisie recrute Client Service Assistant Retour vers les opportunités

Position Title: CVAC Client Service Assistant

Duty Station: Tunis, Tunisia

Classification: G4

Type of Appointment: SST contract for 3 months with the possibility of extension

Organizational Unit: Immigration & Visa Support Solutions (IVSS)

Estimated Start Date: ASAP

Closing Date: 14 March 2017

Reference Code: TN 2017-004

Established in 1951, The UN agency for Migration – IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

Context:

Under the general oversight of the Immigration & Border Management (IBM) Division’s Immigration & Visa Support Solutions (IVSS) Unit at HQ and reporting directly to the CVAC -team leader programmatically and directly to the Chief of Mission administratively, the Incumbent will provide administrative support for the Canadian Visa Application Centre operated by IOM.

Core Functions / Responsibilities:

1. Provide client service excellence to applicants at all times, in full compliance with the CIC Statement of Work (SOW) and the CIC Service Standards.
2. Assist in the provision of client information: distribution of application forms, information sheets and checklists regarding visa requirements; assist with telephone and e-mail inquiries from clients (including requirements for submitting visa applications and the location of client’s passport), providing timely and accurate information to clients; marketing and providing assistance to clients with Value Added Services. Informing clients of any changes to visa requirements or submission procedures.
3. Assist in the collection and forwarding of complete applications as per CIC checklists: provide guidance to clients on the proper completion of application forms, while reviewing and collecting same applications along with any supporting / additional documents, as required; record, dispatch and follow up on applications and passports.
4. Collection of Fees: Where required, collect the applicable Canadian visa fee(s) and IOM service fee(s); issue accurate receipts; daily reconciliation of receipts and reporting same;
5. Data Capture; Assist in maintaining a high degree of skill in using the CANVAC software platform provided; enter all applicant data, submit application documents in the required order, while forwarding all applicant, passport and appointment information to CIC; ensure accurate tracking of both applications and supporting documents via the CANVAC software’s bar code scanning system;
6. Returning of passports, supporting documentation and visa decisions: assist in collecting processed applications; returning processed applications, passports and supporting documentation;
7. Maintain a professional appearance and migrant friendly demeanour at all times;
8. Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and CIC staff locally.
9. Immediately inform management of any problems or issues related to her/his daily work and regularly make suggestions on how to improve efficiency and client service.
10. Comply with the IOM Policy for a Respectful Working Environment”, “IOM Confidentiality Agreement”, “IOM Data Protection Manual”, IOM Standards of Conduct”, and the “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”.
11. Such other duties as may be assigned by the Chief, Financial Services in Manila, IVSS/IBM Unit at HQ, the team leader and the sub regional coordinator

Required Competencies:

Behavioral:

• Accepts and gives constructive criticism
• Follows all relevant procedures, process and policies
• Meets deadline, cost and quality requirements for outputs
• Establishes and maintains effective working relationships with clients.
• Demonstrates interest in improving relevant skills.
• Actively shares relevant information.
• Clearly communicates and listens to feedback on changing priorities and procedures.
• Proactively develops new ways to resolve problems.
• Provides constructive feedback to colleagues.
• Sets clear and achievable goals consistent with agreed priorities for self and others.
• Masters subject matter relate to responsibilities.
• Knowledgeable about and promotes IOM core mandate and migration solutions.
• Actively contributes to an effective, collegial and agreeable team environment.
• Takes joint responsibility for team’s work.

Technical:

• Proactively identifies and advocates for cost-efficient technology solutions.
• Understands applicability and limitation of technology and seeks to apply it to appropriate work.