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CANVAC Client Services Assistant

IOM international Organization for Migration

Application Email

accravacancies@iom.int

Deadline

19th June 2013

Country

yes

Job Location

Accra

IndustryType

Customer Service

Experience (in years)

4 years

Description :

CANVAC Client Services Assistant

Job Description

Position Grade: G4
Duty Station: Accra, Ghana

Reporting directly to: CANVAC Regional Manager for Africa in Accra

Overall Supervision by: Chief of Mission, Ghana

Responsibilities and Accountabilities:
Under the general oversight of the Immigration & Border Management (IBM) Division’s Immigration & Visa Support Solutions (IVSS) Unit at HQ and reporting directly to the regional VAC Team Leader programmatically and directly to the Chief of Mission administratively, the incumbent will provide administrative support for the Canadian Visa Application Centre operated by IOM; particularly she/he will:

  1. Provide client service excellence to applicant at all times; in full compliance with the CIC Statement of Work (SOW) and the CIC Service Standards
  2. Assist in the provision of client information: distribution of application forms, information sheets and checklists regarding visa requirements; assist with telephone, fax, e-mail, chat and SMS enquiries from clients (including requirements for submitting visa applications and the location of client’s passport), providing timely and accurate information to clients; marketing and providing assistance to clients with Value Added Services; marketing not limited to Self-Service and Assisted Data Entry Services including but clients of any changes to visa requirements or submission procedures
  3. Assist in the collection and forwarding of complete applications as per CIC checklists, including biometrics collection: provide guidance to clients on the proper completion of application forms, while reviewing and collecting same applications along with any supporting/additional documents, a required; record, dispatch and follow up on applications and passports; arrange appointments for visa applicants who require interview, as required
  4. Data Capture: Assist in maintaining a high degree of skill in using the CANVAC software platform provided; enter all applicant data, enrol biometrics as required, submit application documents in the required order, while forwarding all applicant, passport and appointment information to CIC; ensure accurate tracking of both applications and supporting documents via the CANVAC software’s bar code scanning system;
  5. Returning of passports, supporting documentation and visa decisions. Assist in collecting processed applications; returning processed applications, passports and supporting documentation;
  6. Reporting: Assist in maintaining accurate and detailed records of all applications and fees received, and biometrics enrolled and report these records daily;
  7. Maintain a professional appearance and migrant friendly demeanour at all times;
  8. Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and CIC staff locally
  9. Immediately inform management of any problems or issues related to her/his daily work and regularly make suggestions on how to improve efficiency and client service
  10. Comply with the IOM Policy for a Respectful Working Environment”, “IOM Confidentiality Agreement”, IOM Data Protection Manual”, IOM Standards of Conduct”, and the “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”
  11. Such other duties as may be assigned by the IVSS/IBM Unit at HQ, the CoM/HoO and the regional Team Leader

Required Skills or Experience

Education and Experience (Specific to the category and (expected) level of the position)

  • Education/Training: High School Diploma or equivalent in Business Management, Client Services, Social Science or related discipline preferred; or an equivalent combination of education, training & experience
  • Experience: Minimum of 4 years relevant professional experience in a similar setting & capacity preferred; Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities;
  • Skills: Excellent knowledge of English (with additional French) and the local language(s); Excellent computer skills, especially in MS Office; Strong interpersonal & intercultural skills with an attention to detail; Team player; 100% integrity

Languages Required: Excellent knowledge of English and French

Short URL: http://is.gd/BQLqPY

How To Apply For This Job :

Please send your CV and a cover letter to: accravacancies@iom.int indicating clearly on the subject line position you are applying for. Only shortlisted applicants will be contacted.

 

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