LIBYA OCV Terms of Reference Position Title Classification Duty Station Organizational Unit Type of Appointment Telephone Operator

General Service Staff/Temporary London, UK Operations Consultancy

Under the overall guidance of the Out of Country Voting (OCV) Country Coordinator based in London, UK, the direct supervision of the Public Information Officer and in coordination with the IOM Country Mission where applicable, the successful candidate will be responsible and accountable for the following tasks: • Answering OCV hotline and deal directly with stakeholders either by telephone or electronically • respond promptly to stakeholders inquiries, obtain and evaluate all relevant information to handle inquiries and complaints • process orders, forms, applications and requests • direct requests and unresolved issues to the designated resource • keep records of stakeholders interactions and transactions, record details of inquiries, comments and complaints • record details of actions taken • communicate and coordinate with internal departments • follow up on stakeholders interactions • To perform such other related duties as may be assigned. Minimum Requirements:

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Secondary School qualifications or equivalent practical experience. Professional experience in customer service principles and practices and administrative procedures. Fluency in English and Arabic. An excellent degree of computer literacy is required. Strong analytical skills. Ability to prepare clear and concise reports. Excellent communication skills. Personal commitment, efficiency, flexibility, drive for results, respect for diversity, creative thinking, problem analysis and problem-solving. Ability to work effectively and harmoniously with colleagues from varied cultures and professional background. Ability to work in difficult environments, under pressure and with limited timeframes.

21 May 2012

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