Overview
The role supports the standardization and operation of the Community and Feedback Mechanism (CFM) in line with Standard Operating Procedures (SOPs). It also contributes to the preparation, implementation, and monitoring of remote monitoring plans.
Key Responsibilities
- Receive, register, refer, and close requests for information, complaints, and comments in the CFM CRM tool.
- Support standardization activities for the CFM.
- Assist with escalating and referring cases of potential fraud, managing suggestion and voice boxes, in-person help desks, chatbots, monitoring closures, dashboard creation, and CRM platform maintenance.
- Apply WFP's Data Privacy and Personal Data Protection (PDPP) Guide.
- Provide support in information management, issuing alerts, and preparing periodic performance reports.
- Proactively identify programmatic alerts, escalate, track, and trace them.
- Conduct training for implementing partners on internal CFM procedures.
- Support remote monitoring activities, including conducting surveys, verifying and cleaning databases, and consolidating information with field offices and the central monitoring unit.
- Participate in field missions as required.
- Support the consolidation and analysis of information in coordination with field offices and the monitoring and evaluation unit.
- Perform other functions as required.
Required Experience
- At least 3 years of experience managing service channels (call center, in-person service, or online chat) or working with vulnerable communities or activities requiring close contact with service beneficiaries.
- Knowledge of spreadsheets and database packages.
- Applied knowledge and skills in customer service management focused on addressing user issues.
Qualifications
- Completion of secondary education.
- Desirable: Technical, technological, or professional degree in business administration, economics, engineering, industrial engineering, administration, social work, or related fields.
