Client Support Assistant

The Client Support Assistant coordinates and performs client-related support services ensuring quality and consistency of office work and information flow within the Regional Office for Asia and the Pacific (RAP) in Bangkok, Thailand. The role involves resolving client enquiries, supporting corporate systems and procedures, and assisting FAO personnel with various transactions in the FAO Global Resource Management System.

Responsibilities

• Provide second line support in resolving client enquiries and technical issues across multiple disciplines, including issues related to corporate systems and procedures.
• Review and resolve specific clients' problems, which may be long-standing or of a more complex nature.
• Foster effective client partnerships and joint accountability for process outcomes; support periodic Service Level Agreements (SLAs) performance reviews with clients; monitor and escalate performance concerns.
• Identify where users encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate, participate in testing system changes.
• Maintain the SSC service catalogue and service level agreements, continuously evolving with changing client needs.
• Assist 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.
• Handle incoming queries through a tracking system and phone within the established Service Level Agreement.
• Draft documents and correspondence of moderate complexity.
• Performs other duties as required.

Requirements

• Secondary School Education.
• Four years of relevant experience in office/management support work, including human resources, travel, finance and/or general administration.
• Working knowledge (proficiency - level C) of English.
• Very good knowledge of the MS Office applications, Internet and office technology equipment.
• General Service Staff are recruited locally and must be nationals of the country of the duty station or possess a valid visa/work permit and reside within commuting distance of the duty station at the time of application.
• Very good knowledge of corporate computerized financial, travel, human resources systems and administrative procedures and policies.

Skills

• Office Management
• Human Resources Support
• Travel Administration
• Finance Administration
• General Administration
• English Proficiency Level C
• Microsoft Office applications
• Internet usage
• Office technology equipment
• Corporate Financial Systems
• Corporate Travel Systems
• Human Resources Systems
• Administrative Procedures
• Client Support Servicing
• Information Flow Coordination
• FAO Global Resource Management System

Languages

English