Years of Experience: Minimum of 2 years experience in a similar role,
Employment Type: Full Time
Salary: As Per Organization Salary Scale
Contract Duration: Open Ended
Vacancy Number: 048
Gender: Male/Female
No. Of
Jobs:
1
Education: Bachelor degree in Business Administration/law from a recognized university
Contract Extension: Possible
About Women and Youth Future Assist Organization:
Women & Youth Future Assist (WYFAO) is a non-profiting, non–governmental and non–political organization that is mainly involved in humanitarian
and developmental activities and serves the people in need. WYFAO was founded back in 2016 by a group of young Afghan professionals with high
spirit of helping and shaping lives in Afghanistan. WYFAO was established to play a prominent role in addressing the actual needs of poor people and
enable all Afghans speak for their rights and have an enabling environment for their development and prosperity.
Job Description:
Technical Duties
Handle and resolve Employees, Beneficiaries, Stakeholders and etc complaints;
Ability to develop complaint management workflows received from relevant channels including but not limited to E-mail, Call, website’s Online and Branches.
Obtain required information/updates from other departments for resolution of complaints.
Frequent communication with Operation Manager to ensure complaints are received, analyzed, followed up, resolved, and closed.
Answer incoming telephone calls and e-mails from employees, beneficiaries, stakeholders and etc on timely and fair manner.
Take initiative steps to address issues affecting the daily operational work that needs prompt action.
Record customers complaints in the complaint Log Sheet in the complaint registrar.
Obtains and examines all relevant info to evaluate the validity of complaints.
Take part on special projects during low complaint volume times and perform other duties as assigned and needed to meet customer and/or Operation Manager Expectations.
Other tasks and responsibilities given by line manager.
Visit branches to ensure complaint boxes are handled properly and receive feedback from employees and customers.
Design customer satisfaction surveys and evaluate the result, Keep track of complaint database and update accordingly
Coordination
Receive process and respond to beneficiary feedback and complaints and guide beneficiaries seeking help through hotlines field visits and other
complaints and feedback mechanisms.
Compile analyze and disaggregate monthly complaints and feedback by region area project gender etc. to produce monthly Feedback/Complaint reports.
During distributions establish a help desk/information table to the community members to answer beneficiary comments/questions.
Support beneficiaries by providing information services follow up internally with complaints and
feedback referrals process for handling by appropriate area officer and partner teams.
Respond to pending issues provide support as needed and communicate progress back to beneficiaries.
Job Requirements:
Bachelor degree in Business Administration/law from a recognized university.
At least 2 years of relevant experience in complaint management
Good knowledge of complaint management practices/procedures.
Must be fluent in English and Pashto OR Dari.
Good data entry skills.
Must be self-motivated, innovative and a team player.
Good understanding of operational environment and analytical skills.
High-energy individual with a strong customer service orientation.
Preference will be given to those with relevant experience of working in a bank Stress tolerance
PSEA Aplicable
(Women and Youth Future Assist Organization) has a zero tolerance to Sexual Exploitation and Abuse of beneficiaries. Protection from Sexual
Exploitation and Abuse (PSEA) is everyone’s responsibility and all staff are required to adhere to the Code of Conduct, that enshrines principles of
PSEA, at all times (both during work hours and outside work hours). Familiarization with, and adherence to, the Code of Conduct is an essential
requirement of all staff, in addition to related mandatory training. All staff must ensure that they understand and act in accordance with this clause.
Language Requirements:
Fluency in Pashto and Dari; working knowledge of English is highly required.
Submission Guideline:
Please submit CVs and Cover Letters outlining why you are interested in the position and how your skills and experience match the skills,
qualifications, and competencies required for this position. Applicants who meet the qualification and requirements for the mentioned position will be selected on a rolling basis, with the last date for applications being 28 February, 2023, midnight.
