CANVAC client Services Assistant II

Job Description

Vacancy Number: IOM-SVN/003/2016

Duty Station: Addis Ababa, Ethiopia

Title of Position: CANVAC client Services Assistant II

Position Grade: G4/1(UN salary scale for employees In Eth.)

Type of Appointment: Special Short Term, 4 months, Non-renewable

General functions: Under the general oversight of the Chief of Mission, Immigration & Border Management (IBM) Division’s Immigration & Visa Support Solutions (IVSS) Unit at HQ as well as regional VAC Team Leader and direct supervision of the Senior Operations Officer, the incumbent will provide administrative support for the Canadian Visa Application Centre operated by IOM; particularly s/he will:

Essential Functions:

1. Provide client service excellence to applicants 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 inquiries 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 including but not limited to Self-Service and Assisted Data Entry services. Informing 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, as 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, enroll 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/ HoC and the regional Team Leader.

Desirable Qualifications, education, experience and competencies:

• Secondary School Diploma or equivalent in Business Management, Client Services, Social Science or related discipline preferred; or an equivalent combination of education, training & experience.


• Minimum 4 years of relevant professional experience in a similar setting & capacity preferred; demonstrated ability to maintain accuracy & confidentiality in performing responsibilities.


• Excellent computer skills, especially in MS Office; Strong interpersonal & intercultural skills with an attention to detail; Team player; 100% integrity.

Languages: Excellent knowledge of English. Knowledge of other local languages as well as French will be an asset.

Closing date: Feb 23, 2016

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How to Apply

Interested applicants should send their motivation letter referring the vacancy number, CV written in English with photocopies of educational/training certificates to the below e-mail address or in person to our Head Office in Addis Ababa.

E-mail: RECADDIS@iom.int

Resource Management Unit

International Organization for Migration (IOM)

Bole Kefle Ketema, Kebele 02

Africa Avenue, Erkata Building

Behind Bole OH Geda Building

Addis Ababa — Ethiopia

Only short listed candidates will be contacted. Closing date for application will be Tuesday, February 23, 2016.

Women are strongly encouraged to apply.

Please do not apply online if other application instructions are stated.Please do not accept payment requests at any of the recruitment phases!

Job Categories: Customer Service Jobs. Job Types: Full-Time. Job expires in 30 days.

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