U.S. Mission in South Africa Customer Service Coordinator Jobs
U.S. Mission in South Africa Customer Service Coordinator Jobs
Duties The CSC supports approximately 620 LES employees and 346 American direct-hires and their families (approximately360) assigned to Mission South Africa. Incumbent responds to requests, serves as a liaison, monitors task response and completion, records, and reports results to management.
Incumbent assists CSC Supervisor (and other management section staff) to compile and analyze data available through CMI database and other sources.
Employee Processing and Orientation
Serve as a primary point-of-contact for customers who need assistance with management services related to the transfer to Post.
Arranges logistic support for employees departing Post.
Answer general inquiries about management section procedures, regulations, and post policies.
Provide information to Mission members about available management services.
Serves as liaison between the customer and the relevant ICASS service provider.
Responds to special requests and circumstances, and provides the most cost effective, best value, or most constructive solutions to issues.
Works directly with service providers to follow up and ensure timely, efficient action.
Communicates actions and decisions to customers in a timely fashion.
Briefs incoming and outgoing personnel at Newcomers Orientation.
Drafts documents (i.e notices, newsletter articles, fliers, and brochures) for broad dissemination of relevant information.
Facilitates the resolution of customer complaints.
Manages expectations by educating Mission members about the provision of services and expected standards.
Requests from each newcomer, in advance of arrival, all information and documentation (official and personal) necessary to facilitate a smooth transition to Post.
Works with arriving/departing employees, the employing agency, sponsors, management colleagues, local government officials, and vendors/ organizations.
Personal Communications Setup
Act as a point of contact with the local commercial service provider to escalate the status of trouble tickets to our account manager in accordance with appropriate agreements between the embassy and service provider.
Act as a point of contact with the local service for the installation of fiber to residences.
Liaise between the local commercial service provider and the customer installation dates, and problems related to the installation.
Liaise between the local commercial service provider and the customer regarding telephone problems with telephone billing.
Route telephone bills from the local commercial service provider and forward to the customer.
Distribute Accurate Local Commercial Information Technology Service Provider information concerning available internet, satellite/cable television, and other available IT services.
Assist the Customer Service Center with efforts to inform of the IT services available to CSC customers including, but not limited to, coordinating the attendance of appropriate service providers at "Service Provider Fairs", preparing and presenting informative briefings and articles for publishing in the internal newsletter, and other outreach opportunities.
Technical Support (IRM)
Information Resource Management Customer Service primary point of contact: The incumbent will act as the Information Resource Management (IRM) representative at the Customer Service Center (CSC).
Take all requests for Tier One service regardless of which sub-division of
IRM the request pertains to. If the request cannot be completed in the CSC, the incumbent will notify the appropriate office.
Be responsible for providing the following Information Resource Management specific services.
Cell Phone Distribution: The incumbent shall maintain appropriate records of all cellphones and sim chips under their responsibility, and distribute these items to appropriate personnel.
Provide VHF residential radio assistance: The incumbent will issue and maintain accountability for Residential E&E VHF radios in accordance with appropriate guidelines. If a residence is determined to have inadequate radio coverage, the incumbent will work with the appropriate agencies and commercial service providers to improve radio coverage.
Quality Management
Assist the CSC Supervisor to compile and generate periodic and ad hoc reports for post management and section heads as required to provide factual and analytical feedback based on data available through CMI database.
Assist the CSC Supervisor to monitor and interpret myServices, and ICASS performance data to improve service delivery.
Qualifications and Evaluations
Requirements:
Experience: Minimum three years of experience in a customer-focused work environment, with emphasis on written and oral communication and daily interactions with customers.
Job Knowledge: A broad-spectrum administrative and office procedures. Knowledge of management practices and a general understanding of public nuances and cultural sensitivities. Must posses extensive knowledge of applicable FAM/FAH, DSSR, and other regulatory guidance as well as understand the DOS Collaborative Management Initiative (CMI).
Education Requirements:
Mandatory: High-school education or equivalent is required.
Evaluations:
Language:
Mandatory: Level 4 (fluent) spoken and written English is required.
Skills and Abilities:
Must be skilled in reading, interpreting and applying complex regulations, and relating them to issues at hand.
Excellent drafting skills and strong interpersonal, presentation, and organizational skills are required.
Must demonstrate expertise in customer-focused management, including sound judgement and creative problem-solving in addressing issues varying in volume, scope, and complexity.
Proficiency with Excel, Access, PowerPoint, SharePoint, Word, and Project is required.
Equal Employment Opportunity (EEO):
The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
Qualifications:
All applicants under consideration will be required to pass medical and security certifications.
How to Apply
For more information and job application details, see; U.S. Mission in South Africa Customer Service Coordinator Jobs
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