Customer Service Center Representative Intern

Description

• The U.S. Mission in Maputo/Mozambique is seeking eligible and qualified applicants for the position of Customer Service Center Representative Intern
• The Customer Service Center (CSC) Representative Intern reports to the Customer Service Center Supervisor. The position works across all Management Section portfolios, serving as part of a "one-stop" shop for Management Section customers, coordinating tasks with frontline service providers and providing seamless customer service to the end-user. The CSC Representative Intern coordinates post orientation process for each incoming employee
• The CSC Representative Intern coordinates with the various sections and agencies to ensure that all required tasks are completed prior to the arrival of an assigned officer. Coordinates with various Management sections to ensure that departing officers meet all out-processing requirements. Assists customers at post with daily needs, helping follow up on requests submitted to service providers and managing service-related databases and communication tools
• OPEN TO: All qualified Mozambican students who meet the education requirements below
• WORK HOURS: Part-time; 20 hours/week
• SALARY: Paid Internship
• LENGTH OF HIRE: (6 months)

Duties

• Receives, researches, and responds to customer concerns, coordinating resolution with frontline service providers
• Manages customer expectations by educating customers about services and the standards that they should expect
• Monitors lists of incoming and outgoing employees, ensuring that they are completing tasks as assigned by the PCS Portal in a timely manner, following up on incomplete tasks and resolving issues
• Assist CLO compiling single welcome packet for incoming employees that includes welcome information from all relevant Management Section units including GSO
• Housing, GSO Warehouse, Facilities, MED, CLO, HRO, etc.
• Takes photos for official purposes (visas, passports, etc.)
• Support incoming briefings
• Assist in developing relevant information resources useful for customers.
• One of the centralized data managers for several cross-functional Embassy databases and communication platforms. These cross-departmental tools are managed centrally by the CSC and the intern will ensure timely and continuous data provided by customers and departments to ensure the tools perform as necessary. Databases and tools to be managed include but are not limited to:
• Arrivals and Departures database
• PCS Portal tool
• Embassy Compound seating database
• Safety and Accountability for Everyone (SAFE) emergency communication tool
• SharePoint
• Atlas Welkom Center
• Family Member and Members of Households counts
• TDYers at Post

Requisites

• Language: English and Portuguese (Write, Read, Speak, Listen): Level 3. (This will be tested)
• Education: At least two years of university level studies is required
• Experience: Prior experience with dealing with customers, liaising with service providers and customer service management in an Embassy or similar setting in an English-speaking environment with emphasis in written communication
• Knowledge: Understand cultural diversity and sensitivity; knowledge of good customer service practices, negotiation, conflict resolution/de-escalation and scheduling. Must have computer, management practices and records keeping knowledge
• Skills and Abilities: Microsoft Office skills (Excel, Publisher, PowerPoint, Access, Word). Excellent communication skills, strong interpersonal, presentation and organizational skills are required; Must demonstrate experience in customer focused services including the ability to exercise sound judgement in problem solving situations such as addressing issues varying in scope and complexity; Must be tactful and demonstrate professionalism as well as ability to adapt to changing circumstances and juggle dozens of time-sensitive tasks in a variety of specialized area

Notes

• Indicate the source of this job post: emprego.co.mz
• Only applications written in English will be received and considered
• Please note that U.S Embassy in Maputo, Mozambique (and all U.S. Government agencies and Departments) NEVER requires payment of any money in connection with a job application

How to Apply

1. Documentation

• Interested applicants for this position must submit the following or the application will not be considered by close of business October 2, 2024
• DS-174 form in ENGLISH link here: APPLICATION_FORM_DS-174.pdf
• Copy of school transcript for proof of degree, and proof of citizenship documents. (ID or Passport)

2. Application

• Send your Documentation via email to MaputoHRRecruitment@state.gov with the Subject line “Customer Service Center Representative Intern”