Customer Service Representative

About

Overview

Hiring Path:

• Open to the public

Who May Apply/Clarification From the Agency:

This position is open to:
• Current Employees of the Mission
• U.S. Citizen Eligible Family Members (USEFMs) – All AgenciesFor USEFM – FP grade is FP-07. Actual FP salary authorized by Washington D.C.

Security Clearance Required:

Public Trust – Background Investigation

Appointment Type

Permanent

Marketing Statement:

EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Summary:

The U.S. Mission in Lusaka, Zambia is seeking eligible and qualified applicants for the Customer Service Center Assistant in the Customer Service Center office.

Supervisory Position:

No

Relocation Expenses Reimbursed:

No

Duties

Under the direct supervision of the Human Resources Officer, this position will serve as a frontline representative of the Customer Service Center (CSC). The Customer Service Center Assistant provides Embassy personnel with information about all management-related matters and answers each employee’s management-related inquiries either with direct action or coordinating a solution. The CSC Assistant is responsible for managing processes and implementing appropriate procedures for serving Embassy personnel. Position works closely with all ICASS service providers to facilitate communication and teamwork in solving customer inquiries. The CSC Assistant is responsible for providing correct, up-to-date information, identifying sources of new information, processing forms both online and paper, and identifying improved methods for processing and managing online systems. The CSC Assistant provides one-stop processing for all new U.S. government employees under Chief of Mission authority arriving at Post and coordinates departure processing ensuring assets such as cell phones are collected, final bills are paid or accounted for, and authorizing final shipments once the process is complete.

Qualifications and Evaluations

Requirements:

All selected candidates must be able to obtain and hold a:

• • Security Certificate

All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.
Selected candidate must be able to begin working within a reasonable period of time [6 weeks] upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements:

Successful completion of two years of college education is required.

Please address this factor in your ERA application under Education.

Evaluations:

You will be evaluated against the qualifications and requirements in this vacancy announcement.
You may be asked to complete a pre-employment language or skills test.
You must complete the application form and provide the required documents. Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.

Qualifications:

Experience:

Three years experience in a Customer Service/Logistics/Travel Industry is required.

Please address this factor in your ERA application under Major Duties and Responsibilities.

Language: 

Fluent English language reading, speaking and writing is required.

Please address this language requirement in your ERA application. 

Job Knowledge:

Must have a general knowledge of working with office systems. General knowledge of local business practices and customs.

Please address this factor in your ERA application under Major Duties and Responsibilities.

Skills And Abilities:

Excellent communication skills to understand customers’ needs and effectively explain complex information; Problem solving ability to identify the root causes of customer issues, analyzing options, finding solutions, and resolving complaints effectively; Knowledge of the Microsoft Suite of applications; Excellent interpersonal skills to facilitate interpersonal interoffice communication and teamwork; Ability to draft and written correspondence and presentations.

Please address this factor in your ERA application under Major Duties and Responsibilities.

How to Apply

How to Apply:

Click the “Apply to This Vacancy” button at the top of the page to begin your application. For an instructional video on how to apply click here.

Please address all relevant experience, education, language skills (including English), and job related skills or requirements in your application.

You may edit your application any time before the vacancy closing date. If you fail to submit a complete application by the vacancy closing date of this vacancy, then your application may be disqualified for this position.

For a copy of the complete position description, please contact the HR Office.

To request a reasonable accommodation, please contact the HR Office.

Required Documents:

Please upload all applicable documents to your application. If you fail to submit a complete application, then your application may be disqualified for this position.

All Applicants:

• • Residency Permit (if applicable)

• • Work Permit (if applicable)

• • University Degree (if applicable)

• • University Transcript (if applicable)

• • Language Scores (if applicable)

• • Certificate (if applicable)

In addition, Eligible Family Member (EFM) Applicants must submit:

• • Copy of Sponsor’s Travel Orders/Assignment Notification (or equivalent)

• • Passport copy

• • DD-214 – Member Copy 4, Letter from Veterans’ Affairs, or other supporting documentation (if applicable)

• • SF-50 (if applicable)

Next Steps:

The HR Office will contact successful applicants. For more information on applying for jobs or employment with us, please visit the U.S. Mission website zm.usembassy.gov/jobs or follow us at LinkedIn.

Thank you for your application and your interest in working with us.