Client Service Officer

The CIFOR-ICRAF Communications team is seeking a dynamic Client Service Officer to lead its service desk. We process over 2,000 work requests annually for writing, editing, translation, design, digital products, photo/video, and events. The Client Service leads the client side of this workflow, ensuring superior client relations and satisfaction, high quality and timely project delivery, verification of consultant costs, and reporting. The ideal candidate will have 5 years of relevant experience, a highly organized problem-solving approach, fluency in English, and a degree in a relevant discipline.

Duties and responsibilities:

• COE Request Tracking and Coordination
• Lead COE service desk and serves as the first point of contact for incoming service requests.
• Provide guidance to clients and agree on outputs, timelines and cost estimation.
• Categorize requests based on COE Project Managers, timelines and budget codes.
• Coordinate the routing of requests to the appropriate COE Project Managers, ensuring clarity in task allocation and alignment with team capabilities.
• Ensuring smooth workflows and timely completion of COE requests by engaging COE Project Managers and clients on the status of requests.
• Facilitate communication between COE Project Managers and clients and address any issues promptly.
• Address any issues by notifying team members and escalating if necessary.
• Identify potential opportunities for greater workflow efficiency.

Cost Verification:

• Ensure all costs are documented.
• Analyze invoiced charges against initial estimates, identify discrepancies or overcharges, and provide detailed feedback to budget holders to ensure accurate financial tracking and accountability.
• Prepare regular and consistent reports on actual versus estimated expenditures and refine rate card estimates as needed.

 Reporting and Documentation:

• Maintain a log of all service requests, including their progress, deadlines, outcomes, and costs.
• Prepare status reports of completed projects and pending tasks.
• Maintain COE consultant roster list.
• Oversee, manage and improve tracking tools and procedures for efficient request handling.

Education, knowledge and experience:

• Bachelor’s degree or similar in Accounting, Finance, Business Administration, Project Management, or a related field.
• Five years of relevant experience.
• Proficient in MS Office 360, Teams, Outlook and project management software (e.g. Wrike or other).
• Strong knowledge of invoicing and billing processes.

Source: https://www.cifor-icraf.org/career/206844000036754930/coe-client-service-officer/