IOMKE/SVN/045/2015 Senior Customer Care Assistant G5 Nairobi, Kenya 6 months with possibility of extension

SPECIAL VACANCY NOTICE

1

VACANCY OPEN TO INTERNAL AND EXTERNAL CANDIDATES

I. POSITION INFORMATION
Vacancy No
Position title
Position grade
Duty station
Duration of Contract
Seniority band:
Job family:
Organizational unit:
Position rated
Subject to rotation
IOMKE/SVN/045/2015
Senior Customer Care Assistant 
G5
Nairobi, Kenya
6 months with possibility of extension 
Band III
Core Migration
Migration Health Department
Yes
No
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
II. 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.
III. RESPONSIBILITIES AND ACCOUNTABILITIES

Under the overall supervision of the Regional Health Assessments Coordinator for SubSaharan
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:-
1. Organize the Customer Care Assistants Rota and allocation to various duties in the unit as
well as actively participate in day to day scheduling.
2. Provide accurate information and answers to telephone or walk-in queries from applicants
regarding their schedules and directing them, as required.
3. 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.
4. Coordinate with the Data Processing Assistants, Nurses and Counselors as per the
directives in order to achieve delightful customer care experience for migrants.
5. Assist in analysis of various tools pertaining to migrant flow and satisfaction in MHAC –
including active monitoring of scheduling trends
6. Assist in triaging the priority appointment schedules and development of a fast track
processing system for migrants requesting executive service.
7. Ensure that reception area is well organized and presentable at all times.
8. Assist in improving the integrity of customer care work by proposing key fraud prevention
measures based on the principle of 1
st
 come 1
st
2
 Served.
9. Any other related duties, which may be assigned by the Head Migration Health
Assessment Center.

IV. COMPETENCIES
The incumbent is expected to demonstrate the following technical and behavioural
competencies:
Behavioural

Accountability
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

Communication
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

Professionalism
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

Teamwork
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
3
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
Technical
• Effectively applies knowledge of health issues in execution of responsibilities at
appropriate level
• Maintain confidentiality and discretion in appropriate areas of work


V. EDUCATION AND EXPERIENCE
1. A Diploma/Degree in Customer Care/Secretarial Studies or related area.
2. At least 5 years of experience in private sector/UN agencies/NGOs/IOs
3. Previous work experience in a hospital setting/medical institution dealing with migrants is
   an added advantage.
4. Previous customer service experience desired.

VI. LANGUAGES
Required
Excellent command of written and spoken English and Kiswahili.

Mode of Application:
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 hrnairobi@iom.int

CLOSING DATE: 23
rd
 October, 2015

Only shortlisted applicants will be contacted

NOTE
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.
4