IOM Senior Customer Care Assistant Job in Kenya


International Organization for Migration (IOM)

Vacancy No: IOMKE/SVN/045/2015

Position title: Senior Customer Care Assistant

Position grade: G5

Duty station: Nairobi, Kenya

Duration of Contract: 6 months with possibility of extension

Seniority band: Band III

Job family: Core Migration
Organizational unit: Migration Health Department
Position rated: Yes

Subject to rotation:
Reporting directly to: Head Migration Health Assessment Center
Overall supervision by: Regional Health Assessments Coordinator for Sub-Saharan Africa
Managerial responsibility: Yes
Directly reporting staff: Five
Organizational Context and Scope: The International Organization for Migration (IOM) is committed to the principle that humane and orderly migration benefits migrants and society.
As the leading international organization for migration, IOM acts with its partners in the international community to: assist in meeting the growing operational challenges of migration management; advance understanding of migration issues; encourage social and economic development through migration, and; uphold the human dignity and well-being of migrants.
In Kenya, IOM has since significantly diversified its programming since 2005.
IOM currently implements interventions within the areas of emergency and post-conflict response, preparedness and response, disaster risk reduction, livelihoods, healthcare and psychosocial assistance, assisted voluntary return of migrants, immigration and border management, migration and development, resettlement and repatriation, family reunification, counter human trafficking, assistance to vulnerable migrants, and labour migration.
Responsibilities and Accountabilities
Under the overall supervision of the Regional Health Assessments Coordinator for Sub-Saharan Africa based in Nairobi and the direct supervision of the Head Migration Health Assessment Center, the incumbent will be responsible for supervising the Customer Care Assistants, performing routine administrative functions such as switchboard operations, handling inquiries and providing refugee/immigrant assistance as may be necessary.
The incumbent will perform the following essential functions:-
  • Organize the Customer Care Assistants Rota and allocation to various duties in the unit as well as actively participate in day to day scheduling.
  • Provide accurate information and answers to telephone or walk-in queries from applicants regarding their schedules and directing them, as required.
  • Supervise and mentor the work of the Customer Care Assistants in compliance to the Customer Care SOPs and WEB MIMOSA Scheduling module requirement by using key performance indicators including SES.
  • Coordinate with the Data Processing Assistants, Nurses and Counselors as per the directives in order to achieve delightful customer care experience for migrants.
  • Assist in analysis of various tools pertaining to migrant flow and satisfaction in MHAC – including active monitoring of scheduling trends
  • Assist in triaging the priority appointment schedules and development of a fast track processing system for migrants requesting executive service.
  • Ensure that reception area is well organized and presentable at all times.
  • Assist in improving the integrity of customer care work by proposing key fraud prevention measures based on the principle of 1st come 1st Served.
  • Any other related duties, which may be assigned by the Head Migration Health Assessment Center.
The incumbent is expected to demonstrate the following technical and behavioural competencies:
  • Accepts and gives constructive criticism
  • Follows all relevant procedures, processes, and policies
  • Meets deadline, cost, and quality requirements for outputs
  • Monitors own work to correct errors
  • Takes responsibility for meeting commitments and for any shortcomings
Client Orientation
  • Identifies the immediate and peripheral clients of own work
  • Establishes and maintains effective working relationships with clients
  • Identifies and monitors changes in the needs of clients, including donors, governments, and project beneficiaries
  • Keeps clients informed of developments and setbacks
Continuous Learning
  • Contributes to colleagues’ learning
  • Demonstrates interest in improving relevant skills
  • Demonstrates interest in acquiring skills relevant to other functional areas
  • Keeps abreast of developments in own professional area
  • Actively shares relevant information
  • Clearly communicates, and listens to feedback on, changing priorities and procedures
  • Writes clearly and effectively, adapting wording and style to the intended audience
  • Listens effectively and communicates clearly, adapting delivery to the audience
Creativity and Initiative
  • Proactively develops new ways to resolve problems
  • Actively seeks new ways of improving programmes or services
  • Expands responsibilities while maintaining existing ones
  • Persuades others to consider new ideas
Leadership and Negotiation
  • Convinces others to share resources
  • Presents goals as shared interests
  • Actively identifies opportunities for and promotes organizational change
  • Articulates vision to motivate colleagues and follows through with commitments
Performance Management
  • Provides constructive feedback to colleagues
  • Provides fair, accurate, timely, and constructive staff evaluations
  • Uses staff evaluations appropriately in recruitment and other relevant HR procedures
  • Identifies ways for their staff to develop their abilities and careers
  • Holds directly reporting managers accountable for providing fair, accurate, timely, and constructive staff evaluations
Planning and Organizing
  • Sets clear and achievable goals consistent with agreed priorities for self and others
  • Identifies priority activities and assignments for self and others
  • Organizes and documents work to allow for planned and unplanned handovers
  • Identifies risks and makes contingency plans
  • Adjusts priorities and plans to achieve goals
  • Allocates appropriate times and resources for own work and that of team members
  • Masters subject matter related to responsibilities
  • Identifies issues, opportunities, and risks central to responsibilities
  • Incorporates gender-related needs, perspectives, and concerns, and promotes equal gender participation
  • Persistent, calm, and polite in the face of challenges and stress
  • Treats all colleagues with respect and dignity
  • Works effectively with people from different cultures by adapting to relevant cultural contexts
  • Knowledgeable about and promotes IOM core mandate and migration solutions
  • Actively contributes to an effective, collegial, and agreeable team environment
  • Contributes to, and follows team objectives
  • Gives credit where credit is due
  • Seeks input and feedback from others
  • Delegates tasks and responsibilities as appropriate
  • Actively supports and implements final group decisions
  • Takes joint responsibility for team’s work
Technological Awareness
  • Learns about developments in available technology
  • Proactively identifies and advocates for cost-efficient technology solutions
  • Understands applicability and limitation of technology and seeks to apply it to appropriate work
Resource Mobilization
  • Establishes realistic resource requirements to meet IOM needs
  • Effectively applies knowledge of health issues in execution of responsibilities at appropriate level
  • Maintain confidentiality and discretion in appropriate areas of work
Education and Experience
  • A Diploma/Degree in Customer Care/Secretarial Studies or related area.
  • At least 5 years of experience in private sector/UN agencies/NGOs/IOs
  • Previous work experience in a hospital setting/medical institution dealing with migrants is an added advantage.
  • Previous customer service experience desired.
Required: Excellent command of written and spoken English and Kiswahili.

How to Apply

Submit cover letter and CV including daytime telephone and e-mail address to:-
International Organization for Migration (IOM), 
Human Resources Department, 
P.O. Box 55040 – 00200, 
Nairobi, Kenya 
or send via e-mail to [email protected]
Closing Date: 23rd October, 2015
Only shortlisted applicants will be contacted
No Fee: The International Organization for Migration (IOM) does not charge a fee at any stage of the recruitment process (application, interview meeting, process or training). IOM does not concern itself with information on applicants’ bank details.