The World Food Programme (WFP) is the leading humanitarian organization saving lives and changing lives, delivering food assistance in emergencies and working with communities to improve nutrition and build resilience. 

Job Purpose:

To deliver standard business support processes for a specific professional area of work, to facilitate effective service delivery.

Key Accountabilities:

• 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.

Education:

• Completion of secondary school education. 

Higher education in lieu of work experience

Relevant, completed university degrees may be considered in lieu of experience with the following conversions: 

• Completed Master’s degree: Equal to 1 year of work experience.
• Completed Bachelor’s degree: Equal to 2 year’s work experience.
• For female applicants, 1 or 2 years’ experience may be granted for partly completed studies prior to 2022. 

Minimum Work Experience:

• At least 4 years of relevant work experience in administration, business support or customer care fields..

Desired Work Experience:

• Experience in data collection and production of reports.
• Experience in providing on-time support to the clients.

Knowledge & Skills:

• Proficient in the use of office equipment and computer software packages, such as Microsoft Word.
• Knowledge of work routines and methods in order to complete processes under minimal supervision.
• Uses tact and courtesy to give and receive information to a wide range of individuals.
• Ability to identify data discrepancies and rectify problems requiring attention.
• Ability to offer guidance or basic on-the-job training to more junior staff.

Language: 

• Fluency in both oral and written communication in English and local languages (Pashto/Dari).

This vacancy announcement is for Afghan nationals only and WFP encourages especially Afghan females and Afghans with disabilities to apply.

Please copy and paste the following link into the web browser in order to apply for this position:

https://career5.successfactors.eu/sfcareer/jobreqcareer?jobId=833386&company=C0000168410P