Location: Yerevan, Armenia
Category: HR Management and Trainings
Type: Full Time
Deadline: 4/17/2017 12:00:00 AM
Salary:
Description
Responsibilities
- Provide client service excellence to applicants at all times, in full compliance with the Immigration, Refugees and Citizenship Canada Statement of Work (IRCC SOW) and the IRCC Service Standards
- Assist in the provision of client information: distribution of application forms, information sheets and checklists regarding visa requirements; assist with telephone and e-mail enquiries from clients (including requirements for submitting visa applications), 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
- Assist in the collection and forwarding of complete applications as per IRCC 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
- Data Capture; Assist in maintaining a high degree of skill in using the CVAC software platform provided; enter all applicant data, record waiting times of all applicants throughout their time in the VAC, submit application documents in the required order, while forwarding all applicant, passport and appointment information to IRCC; ensure accurate tracking of both applications and supporting documents via the CVAC software's bar code scanning system
- Returning of passports, supporting documentation and visa decisions. Assist in collecting processed applications; returning processed applications, passports and supporting documentation
- Maintain a professional appearance and client friendly demeanour at all times
- 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
- 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"
- Such other duties as may be assigned by the CVAC Regional Manager
RequiredQualifications
- Secondary School Diploma or equivalent in Business Management, Client Services, Social Science or related discipline preferred; or an equivalent combination of education, training & experience
- Previous work experience and internship in international organizations and companies would be an advantage
- Fluency in English and Armenian is required. Intermediate knowledge of Russian and basic knowledge of French is desirable
- Knowledge of Farsi would be strong advantage
- Accountability – takes responsibility for action and manages constructive criticisms
- Client Orientation – works effectively well with client and stakeholders
- Continuous Learning – promotes continuous learning for self and others
- Communication – listens and communicates clearly, adapting delivery to the audience
- Creativity and Initiative – actively seeks new ways of improving programmes or services
- Leadership and Negotiation – develops effective partnerships with internal and external stakeholders
- Performance Management – identify ways and implement actions to improve performance of self and others
- Planning and Organizing
- plans work, anticipates risks, and sets goals within area of responsibility
- Professionalism
- displays mastery of subject matter
- Teamwork – contributes to a collegial team environment; incorporates gender related needs, perspectives, concerns and promotes equal gender participation
- Technological Awareness
- displays awareness of relevant technological solutions
- Resource Mobilization
- works with internal and external stakeholders to meet resource needs of IOM
Benefits
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