Client Support Associate

Organizational Context

The Food and Agriculture Organization of the United Nations (FAO) aims to support the transformation to efficient, inclusive, resilient, and sustainable agrifood systems globally. The Regional Office for Asia and the Pacific (RAP) leads FAO's efforts in the region, addressing priorities in food security, agriculture, and rural development. RAP collaborates with headquarters and regional institutions to implement strategic responses, facilitate policy dialogue, and mobilize resources. This position is based within the Shared Services Centre (SSC) of RAP in Bangkok, Thailand.

Job Purpose

The Client Support Associate will lead and coordinate the activities of the Regional Shared Services Centre Hub, ensuring the smooth flow of work and information by setting priorities and organizing daily operations. This role requires a deep understanding and interpretation of office policies, procedures, and practices to provide procedural guidance to managers and staff across the Organization. The incumbent will autonomously manage tasks with initiative and independent judgment, focusing on facilitating service delivery. Additionally, the role involves organizing and supervising other office support staff, providing them with relevant guidance and training, and maintaining effective working relationships with various stakeholders.

Responsibilities

Coordinate second-level and super-user support, distributing and tracking the resolution of client inquiries and technical issues across multiple disciplines. Investigate and analyze complex cases, drafting replies with documented evidence and providing guidance to the Contact Centre team. Perform super-user system duties in collaboration with business process owners. Coach junior General Service staff assigned to the Contact Centre, providing training and preparing materials for the knowledge base. Monitor performance to ensure effective client partnerships and accountability for process outcomes. Conduct periodic Service Level Agreement (SLA) performance reviews with clients. Analyze data and system issues related to user inquiries, propose adjustments, and participate in system change testing. Coordinate the preparation of guidelines and documentation for users based on query analysis. Advise FAO personnel on processing Procure to Pay, Finance, Travel, and HR transactions within the FAO Global Resource Management System (ORACLE), including FAO rules and procedures. Participate in capacity-building activities for users on administrative systems and procedures. Coordinate the monitoring of incoming queries via a tracking system and phone. Prepare activity reports as required and perform other duties as assigned.

Work Experience

Requires five years of relevant experience in administrative support work, with specific experience in HR, travel, and/or finance. Experience in drafting instructions is also required. Desirable qualifications include work experience in more than one area and good knowledge of FAO's organizational structure.

Skills

Competencies include Results Focus, Teamwork, Communication, Building Effective Relationships, and Knowledge Sharing and Continuous Improvement. Technical skills require very good knowledge of computerized financial, travel, and human resources systems, along with administrative procedures and policies. Experience in drafting instructions is necessary. Desirable skills include experience in multiple work areas and familiarity with FAO's organizational structure.

Explore related opportunities