Customer Relations Assistant

CTG overview:
CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
Visit www.ctg.org to find out more

Overview of position:
Under the overall supervision of the Humanitarian Hubs Project Coordinator & direct supervision of the Humanitarian Hubs Operations Assistant, the successful candidate will be responsible for the provision of customer services for the humanitarian hub in accordance to the performance & quality level standards set by the humanitarian hubs management.

Role objectives:
Ensure that all booking requests are attended to appropriately acted upon & processed.
Brief guest(s) on the humanitarian hubs services / facilities & the rules & regulations.
Promptly attend to concerns & requests raised by resident(s) & guest(s).
Coordinate with partners on the schedule & use of red roof’s conference room & training centre including the provision of lunch & / or coffee breaks whenever necessary.
Coordinate with the support units (maintenance, housekeeping, kitchen, etc.) all issues reported to the front desk that will impact the quality of service of red roof & welfare of the residents / guests.
Monitor the progress of the action taken by the support unit(s) concerned & update the guest as needed.
Organize the front desk file & ensure clear & comprehensive records of guest(s) room bookings & all billings for accountability & future reference.
Coordinate with the Hub Managers on issues related to accommodation.
Update & ensure timely & accurate updating of the booking / reservation platform.
Ensure orderliness at the front desk, keeping the front desk area clean always.
Prepare invoices of residents & guests in a timely manner & ensure that the residents & guests acknowledge their invoices within the prescribed period.
Submit the signed invoices to the Hub Cashier for collection of payment.
Prepare accurate in house report & submit it to Operations Assistant – Customer Service at the end of the week.
Perform any other duties not listed above when requested by the supervisors.

Project reporting:
This role works under the overall supervision of the humanitarian hubs Project Coordinator & direct supervision of the Humanitarian Hubs Operations Assistant.

Key competencies:
Secondary school certificate with relevant working experience in administrational activities.
Experience in health & safety regulations.
Fluency in English is required & Hausa & Kanuri is desired.
Inclusion & respect for diversity respects & promotes individual & cultural differences, encourages diversity & inclusion wherever possible.
Maintain high ethical standards & acts in a manner consistent with organizational principles / rules & standards of conduct.
Demonstrates ability to work in a composed, competent & committed manner & exercises careful judgment in meeting day to day challenges.
Develops & promotes effective collaboration within & across units to achieve shared goals & optimize results.
Delivering results produces & delivers quality results in a service oriented & timely manner, is action oriented & committed to achieving agreed outcomes.
Managing & sharing knowledge continuously seeks to learn, share knowledge & innovate.
Takes ownership for achieving the organization’s priorities & assumes responsibility for own action & delegated work.
Encourages & contributes to clear & open communication, explains complex matters in an informative, inspiring & motivational way.

Team management:
This role has no team management responsibility.

Further information:
Internals of the organization & NMS candidates, as well as (external female candidates) will be considered as first tier candidates.
This vacancy is also open to second tier candidates.
The appointment is subject to funding confirmation.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements & security clearances.