DEADLINE FOR APPLICATIONS

26 December 2024-23:59-GMT+03:00 East Africa Time (Antananarivo)

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).

Job Title: Customer Service Associate G6

Type of contract: Fixed term

Duration: 1 year renewable, upon confirmation of the probationary period

Duty Station: Antananarivo, Madagascar

Vacancy Number: One

Date of Publication: December 12, 2024

Deadline of Application: December 26, 2024

THE ROLE

To coordinate and guide the execution of customer service tasks to enable efficient and effective delivery of service requests.

KEY ACCOUNTABILITIES (not all-inclusive, nor exhaustive):

• Coordinate customer service activities and provide specialized support for complex cases to ensure consistent and high-quality services are delivered to clients.
• Collaborate with specialized functions to seek appropriate solutions for the delivery of products/services to optimize efficiency and meet customers’ needs effectively.
• Identify evolving needs of clients and proactively recommend changes in processes and procedures to support improvements in customer services.
• Allocate responsibilities, coordinate, and monitor the work of junior colleagues to support achievement of individual and team objectives in compliance with WFP rules and regulations.
• Support on-the-job learning and development of junior colleagues so that they have adequate knowledge of systems and procedures to perform their duties and subsequently can contribute to services provision.
• Coordinate the maintenance of records and databases with the objective of having data and files accurately stored and updated in compliance with established standards.
• Prepare comprehensive reports and review compiled data to support decision making.
• Keep abreast of local and international operations to ensure readiness to respond and tackle barriers to services being delivered.
• Continuously seek opportunities to enhance customer service procedures and tools, including efforts to increase processes efficiency through digitalization.
• Tailor responses to meet client needs, within WFP rules and regulations framework, and undertake initiatives to enhance customers satisfaction.

QUALIFICATIONS AND EXPERIENCE:

Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.

Experience: Six (06) years related job experience.

Desired experiences for entry into the role:

• Has experience working in customer service, preferably in multicultural environments.
• Has experience in coordinating activities with a variety of teams across different functional areas.
• Has knowledge of digital tools and technology solutions used in customer service.

Language: Fluency in both oral and written communication in French. Language skills in English is desirable.

DEADLINE FOR APPLICATIONS: December 26, 2024

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