DEADLINE FOR APPLICATIONS

4 January 2025-23:59-GMT+04:30 Afghanistan Time (Kabul)

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP’s values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP?

• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

PURPOSE:
WFP seeks a CFM Operator to be a community-facing communication focal point that receives, logs and refers feedback from CFM Users and closes the feedback loop with CFM Users in line with Standard Operating Procedures (SOPs).

The CFM Operator:
 Will receive the appropriate training to conduct their work in a professional manner.
 Is expected to carry out their work in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity.
 Will sign and adhere to a code of conduct and an oath of confidentiality.
 Will attend and apply relevant trainings.
The CFM Operator reports to the CFM Manager.

ACCOUNTABILITIES/RESPONSIBILITIES:
Under the overall guidance and supervision of the CFM Manager and to support the implementation of a functional CFM, the CFM Operator is responsible for information sharing, data capturing, case referral and closing the feedback loop in line with SOPs.

Responsibilities:
 Receive information requests, complaints and feedback, logging, referring and closing the case
and consent status appropriately, accurately and in a timely manner into the CFM customer
relationship management (CRM) tool as per the consent provided by the CFM User and in line
with SOPs.
 Conduct surveys, if requested.
 Refer cases to the relevant focal point as per the SOP. This includes following procedures for
handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a
timely manner.
 Apply training and performance management guidance. Provide support to peers as required.
 Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data
flow process, in all interactions with the CFM User, and reporting any breaches of the PDPP.
 Maintain a professional standard at all times, especially during difficult or stressful interactions
with CFM Users and colleagues.
 Pro-actively identify and report to the CFM Manager areas for improvement of the CFM,
including but not limited to the accuracy and quality of information being shared with the CFM
User, technical issues with the CRM, improvements to the data intake form, procedures on how
to handle difficult CFM Users.
 Support visibility efforts to raise awareness of the CFM among affected populations, WFP
employees and humanitarian actors – this may involve field visits and/or representation at
meetings, among other activities.
 Pro-actively seek guidance from the CFM Manager as required.
 Perform other duties as required.

Desired Experience:

 Applied knowledge and skills of client services management focused on addressing
clients/customers issues/problems.
 Applied knowledge of CRM, multi-tasking in at least two languages inter-changeably.
 Solid knowledge of WFP and relevant partner activities, procedures, and processes.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education: Completion of bachelor’s in business administration focused. Bachelor’s in business
administration mainly focused on client/customer services management or in
other related functional area is desirable.

Experience: Minimum of 2 years’ experience in client/customer services functions including
previous experience with an international organisation. Work experience with a UN
or other International Organization’s call centre would be an asset.

Knowledge& Skills:Excellent customer care and communication skills, a clear and friendly attitude, theability to follow instructions. Demonstrated attention to detail, solid IT skills
(including working on multiple platforms simultaneously), problem-solving skills,
ability to work under pressure and multi-task in a professional manner while meeting
targets in a high-pressure environment. Excellent time management and language
skills.
Languages: Oral and written working knowledge of English. Knowledge of Dari and Pashto
languages.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at global.inclusion@wfp.org. Our DEI team is here to ensure your full participation in our recruitment process.

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
• Once your profile is completed, please apply, and submit your application.
• Please make sure you upload your professional CV in the English language
• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
• Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application
• Only shortlisted candidates will be notified

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements