Client Support Associate

HOW TO APPLY
To apply visit the recruitment website at Jobs at FAO and complete your online profile. Once completed please apply and submit your application withlanguage certificates as attachments. Only language proficiency certificates from UN accredited external providers and/or FAO language official examinations (LPE ILE LRT) will be accepted as proof of the level of knowledge of languages indicated in the online applications. FAO reserves the right to request candidates to undertake a language test in the future as appropriate
Incomplete applications will not be considered

Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work character education military and police records to ascertain any and all information which may be pertinent to the employment qualifications
Incomplete applications will not be considered
Personal information provided on your application may be shared within FAO and with other companies acting on FAOs behalf to provide employment support services such as pre-screening of applications assessment tests background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time by withdrawing your application in such case FAO will no longer be able to consider your application
Only applications received through the recruitment portal will be considered

Your application will be screened based on the information provided in your online profile
We encourage applicants to submit the application well before the deadline date.

If you need help or have queries please create a one-time registration with FAOs client support team for further assistance: IS A NON-SMOKING ENVIRONMENT

ADDITIONAL INFORMATION

FAO does not charge a fee at any stage of the recruitment process (application interview processing)
Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED) a list updated by the International Association of Universities (IAU) / United Nations Educational Scientific and Cultural Organization (UNESCO). The list can be accessed at The length of the appointment for internal FAO candidates will be established in accordance with applicable policies pertaining to extension of appointments
Appointment will be subject to certification that the candidate is medically fit for appointment accreditation any residency or visa requirements and security clearances.
General Service Staff are recruited locally. To be eligible for this position candidates must be nationals of the country of the duty station or possess an existing valid visa to work or valid work permit and reside within commuting distance of the duty station at the time of the application. Commuting distance means the distance within which staff members can travel daily between their place of work and their residence.
No international benefits will be payable as selected candidates are recruited locally and paid in the local currency of the office location
For additional information visit the FAO employment website: competitive compensation and benefits package is offered. For information on UN salaries allowances and benefits click on the following link:
NOTICE: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device

Staff in the General Service category are recruited locally from the Primary Location area which is where the office is located.

FAO is committed to achieving workforce diversity in terms of gender nationality background and culture
Qualified female applicants qualified nationals of non-and under-represented Members and persons with disabilities are encouraged to apply
Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct and to uphold FAOs values
FAO as a Specialized Agency of the United Nations has a zero-tolerance policy for conduct that is incompatible with its status objectives and mandate including sexual exploitation and abuse sexual harassment abuse of authority and discrimination
All selected candidates will undergo rigorous reference and background checks
All applications will be treated with the strictest confidentiality
FAO staff are subject to the authority of the Director-General who may assign them to any of the activities or offices of the Organization.

FAOs commitment to environmental sustainability is integral to our strategic objectives and operations.

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO Strategic Framework by supporting the transformation to MORE efficient inclusive resilient and sustainable agrifood systems for better production better nutrition a better environment and a better life leaving no one behind.

Organizational Setting

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO Strategic Framework by supporting the transformation to MORE efficient inclusive resilient and sustainable agrifood systems for better production better nutrition a better environment and a better life leaving no one behind.

FAOs commitment to environmental sustainability is integral to our strategic objectives and operations.

The Regional Office for Regional Office for Asia and the Pacific (RAP) is responsible for leading FAOs response to regional priorities for food security agriculture and rural development through the identification planning and implementation of FAOs priority activities in the region. It ensures a multidisciplinary approach to programmes identifies priority areas of action for the Organization in the Region and in collaboration with departments and divisions at Headquarters develops promotes and oversees FAOs strategic response to regional priorities. RAP also advises on the incorporation of regional priorities into the Organizations Programme of Work and Budget and implements approved programmes and projects in the region monitors the level of programme implementation and draws attention to problems and deficiencies. RAP develops and maintains relations with region-wide institutions including the Regional Economic Integration Organizations (REIOs). The Regional Office supports regional policy dialogue on food security agriculture and rural development issues facilitates the emergence of regional partnerships and supports capacity development and resource mobilization for food security agriculture and rural development in the region.

The position is located in the Shared Services Centre (SSC) of the Regional Office for Asia and the Pacific (RAP) in Bangkok Thailand.

Main Purpose

The Client Support Associate leads and coordinates activities of the Regional Shared Services Centre Hub. S/he ensures the smooth flow of work and information by setting priorities and organizing the day-to-day work. The job role requires in-depth knowledge and interpretation of office policies procedures and practices. The incumbent provides procedural guidance to managers and staff across the Organization.

Supervision Received/Exercised

The Client Support Associate reports to the National Professional Officer (SSC).
Work is performed autonomously showing a high degree of initiative and independent judgment. Supervision received is focused on facilitating service delivery. The incumbent effectively organizes and supervises other office support staff and provides relevant guidance and training.

Working Relationships

The incumbent maintains a wide range of contacts with managers staff and counterparts both within and outside the Organization. Work relations may be at all organizational levels requiring very good communication skills and experience in handling issues.

Key Functions/Results

Coordinate the second level and super-user support by distributing and tracking the resolution of client enquiries and technical issues across multiple disciplines.
Investigate and analyse complex cases and draft replies with documented evidence and provide guidance to the relevant Contact Centre team.
Perform super user system duties in close collaboration with business process owners.
Coach junior level General Service staff assigned to the Contact Centre providing training on all aspects of support preparing materials to maintain the knowledge base.
Monitor performance to ensure effective client partnerships and joint accountability for process outcomes.
Carry out periodic Service Level Agreements (SLAs)performance reviews with clients.
Analyse data and system issues in the context of users enquiries propose adjustments as appropriate and participate in system changes testing.
Analyse queries and coordinate the preparation of guidelines and documentation for users.
Advise FAO personnel transaction initiators and approvers in processing Procure to Pay Finance Travel and HR transactions in the FAO Global Resource Management System (ORACLE) and advise on FAO rules and procedures.
Participate in capacity building activities related to refresh users on administrative systems and procedures.
Coordinate the monitoring of incoming queries through a tracking system and phone within the established service.
Participate in the preparation of activity reports as required.
Perform other duties as required.

Impact Of Work

The incumbents work impacts directly on the smooth and efficient operations of the Contact Centre in the Global SSC. S/he plays a lead role in the coordination and provision of the office support services for the successful achievement of the SSC mandate.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education.
Experience: Five years of relevant experience in administrative support work including HR and/or travel and finance.
Languages: Working knowledge of English (proficient - level C)
IT Skills: Very good knowledge of the MS Office applications Internet and office technology equipment.

Residency: General Service Staff are recruited locally. To be eligible for this position candidates must be nationals of the country of the duty station or possess an existing valid visa to work or a valid work permit and reside within commuting distance of the duty station at the time of the application. Commuting distance means the distance within which staff members can travel daily between their place of work and their residence.

Competencies

Results Focus
Teamwork
Communication
Building Effective Relationships
Knowledge Sharing and Continuous Improvement

Technical Skills

Very good knowledge of computerized financial travel human resources systems and administrative
procedures and policies
Experience in drafting instructions.

Desirable Qualifications And Skills

Work experience in more than one area of work.
Good knowledge of FAOs organizational structure.

FAO staff are expectedto adhereto FAO Values of Commitment to FAO

Respect for All and Integrity and Transparency