5 Jan 2016

World Food Programme Job Vacancy : Customer Care And Call Centre Assistant

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Duration: 6months SSA (renewable)
Post Grade: SSA L4

General Summary:

  • Provides customer service support to the organization by obtaining, analyzing and tracking queries, concerns and suggestions, and following-up with relevant units to ensure corrective action is taken.
  • Under the direct supervision of the Snr Communications Associate, the Communications Programme Assistant will be responsible for the following duties:

Major Duties and Responsibilities:

  • Receive, log and track concerns/issues about WFP programmes and operations into a feedback system.
  • Provide immediate advice on concerns/issues in line with WFP standards and policies.
  • Refer enquiries to the appropriate units, follow-up to ensure remedial action is taken in a timely manner and relay feedback to the enquirer.
  • Ensure follow-up and timely closure of all logged items.
  • Coordinate and expedite office wide responses to sensitive telephone and written enquiries.
  • Prepare regular monthly summaries and analytical reports on the type of queries and actions taken in order to enhance M&E practices, improve programme implementation and inform senior management of potential issues which guide strategic decision making.
  • Participate in the roll-out ofthe Beneficiary Feedback Mechanism
  • Provide information on WFP programmes and operations
  • Monitor traditional andsocialrnedla and report-relevant information to supervisor to inform the development and/or evaluation of communications activities and strategies
  • Prepare content for traditional and social media platforms, and printed materials to enhance coverage and support of WFP’s activities
  • Maintain updated databases of journalists, media houses, and partners
  • Provide support for advocacy campaigns and events
  • Perform other related duties as required

Required Skills or Experience

  • Minimum of Secondary School education but preferably Higher National Diploma/ University Degree in Marketing, Public Relations, Communications, Administration, or related field
  • At least two 2 years of progressively responsible experience in customer service, call centre operations, marketing, journalism, public relations, administration or related field .
  • Excellent knowledge of MS-Office applications: MS-Word, Excel, PowerPoint etc.
  • Excellent customer service skills and a positive attitude.
  • Good oral and written communication skills in the English language.

Fluent in Hausa, Dagbani and Twi.

How to Apply

Applicants should submit their applications with 3 references including Curriculum Vitae in sealed envelopes marked "Customer Care and Call Centre Assistant" and sent to the address below or hand-delivered to WFP Office, located after the Fire Service traffic light towards Flair Catering or Kumodzi Hospital:
The Human Resource Unit UN World Food Programme No.7, 7th Rangoon Close, Cantonments P. O. Box 1423 Accra, Ghana

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