L’OIM Tunisie recrute un(e) Client Service Assistant Retour vers les opportunités

VACANCY NOTICE: TN2015-16

OPEN TO INTERNAL AND EXTERNAL CANDIDATES

International Organization for Migration (IOM) Tunisia is looking for a Client Service Assistant, for the Canadian Visa Application Centre (CVAC), according to the terms of reference stipulated below.

TERMS OF REFERENCE

Duty Station: Tunis, Tunisia Unit: Immigration & Visa Support Solutions (IVSS) Position Title: CVAC Client Service Assistant Classification: G4 (Special Short Term, all inclusive)

Duration: 06 months (with possibility of renewal) 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 regional manager programmatically and directly to the Chief of Mission administratively, the Incumbent will provide administrative support for the Canadian Visa Application Centre operated by IOM; particularly s/he will:

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. 2

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 and the VAC Regional Manager.

Qualifications:

• Education/Training: University degree or equivalent in Business Management, Client Services, Social Science or related discipline preferred; or an equivalent combination of education, training & experience;
• Experience: Minimum 04 years of relevant professional experience in a similar setting & capacity preferred; Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities;
• Skills: Excellent knowledge of English, (with additional French/Arabic language skills preferred) & the local language(s); Excellent computer skills, especially in MS Office; Strong interpersonal & intercultural skills with an attention to detail; Team player; 100% integrity.