Customer Service Representative

Descripción de la oferta

Duración de la oferta: hasta el 22/01/2025.

Funciones

This position supervises and is the senior member of the Madrid Assistance Center (MAC), our "one-stop shop" for management support for Embassy Madrid employees and family members. This position supervises two Customer Support Specialists. The MAC supports approximately 400 U.S. Direct Hires (USDH) and their families and Locally Employed (LE) Staff.

The incumbent works directly with other Embassy Management sub-sections to ensure customers of all agencies at the Embassy receive services in accordance with the ICASS Uniform Services Standards and Mission Spain policies. The incumbent manages the check-in/check-out program, responds to inquiries, provides information and educates customers, assigns work tasks, and monitors performance in service delivery, reporting results to management. The incumbent liaises with external service providers and system managers when appropriate, (e.g. Bulgaria and U.S. for E2, Safety and Accountability for everyone (SAFE) and myServices, and Germany, Philippines and U.S. for Application Development Group (ADG) issues). The incumbent promotes a culture of knowledge management in a manner easily accessible to customers and colleagues (ex. SharePoint, Welkom Center, etc.) in coordination with Management Assistant. The incumbent is supervised by the Management Officer.

Requisitos

Education: Two years of university studies.

Experience: Two years of experience in a customer-focused work environment. Six months of supervisory experience.

Language:  Good working knowledge of English (speaking, reading, writing). Good working knowledge of Spanish (speaking, reading, writing). 

Job Knowledge: General administrative and office procedures. Knowledge of management practices and general understanding of U.S. Government organizational structure and agencies at U.S. Embassy Madrid, including the ability to interpret political nuances and cultural sensitivities.

Skills And Abilities: Excellent drafting skills, strong interpersonal, presentation, and organizational skills. Proficiency with Microsoft Office Suite and ability to learn new software programs.