Customer Care Intern Migration Health Department at International Organization for Migration (IOM)

On Thursday, October 9th, 2014

Duty Station: Nairobi, Kenya

Job Family: Migration Health Department


Organizational unit: MHD

Subject to Rotation: No
Reporting Directly To: Migration Health Processing Officer
 
Overall Supervision By: Regional Migration Health Assessment Coordinator
 
Organizational Context and Scope: Under the overall supervision of the Health Assessment Coordinator for Africa and Middle East at IOM Nairobi (RMHAC),and direct supervision Migration Health Processing Officer the incumbent will provide support, to Migration Health Division (MHD) at IOM Nairobi in accordance with IOM rules and regulations, and project Implementation guidelines. 
  
 

Responsibilities and Accountabilities

The incumbent will :-
  • Operates the switchboard, places and receives telephone calls.
  • Provides accurate information and answers to telephone or walk-in queries from applicants regarding their schedules and directing them, as required.
  • Screens and ushers visitors and applicants.
  • Consults with the Data Processing Assistant and Nurses in order to obtain the necessary information and to accurately provide information and answers to customer queries.
  • Maintains confidentiality of health data and other personal information related to the migration health status of applicants.
  • Issues migration health appointments to applicants in accordance with the schedule provided by the Data Processing Assistant.
  • Ensures that reception area is well organized and presentable at all times.
  • Records and distributes incoming and outgoing correspondence/faxes.
  • Enters the migrant flow and feedback records into the respective software
  • Any other related duties, which may be assigned by the migration processing officer.
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
  • Monitors own work to correct errors
Client Orientation
  • Establishes and maintains effective working relationships with clients
  • Keeps clients informed of developments and setbacks
  • Continuous Learning, Contributes to colleagues’ learning
  • Demonstrates interest in improving relevant skills
Communication
  • Actively shares relevant information
  • Writes clearly and effectively, adapting wording and style to the intended audience
  • Listens effectively and communicates clearly, adapting delivery to the Audience

Professionalism
  • Masters subject matter related 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
Teamwork
  • Actively contributes to an effective, collegial, and agreeable team
  • Environment Gives credit where credit is due, Seeks input and feedback from others
Technical
  • Maintains confidentiality and discretion in appropriate areas of work.
  • Effectively applies knowledge of Finance and administration in the execution of duties
Education and Experience
  • Diploma in Secretarial studies.
  • Minimum three 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.
  • Ability to pay attention to details and to work under pressure and meet deadlines.
  • Be willing to learn and flexible with working hours.
  • Previous work experience in a hospital setting/medical institution dealing with migrants is an added advantage.
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 [email protected]

Closing Date: 16th October, 2014

Only shortlisted applicants will be contacted
Posted in Internship, NGO
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