Client Support Assistant

Organizational Context

The FAO Shared Services Centre (SSC) in Budapest, Hungary, is responsible for recommending and administering process management and procedures. It ensures quality assurance for transactional processes and service delivery, aiming to enhance customer satisfaction and drive service excellence. The SSC focuses on reducing service delivery costs through standardization, automation, and self-service capabilities, contributing to the overall efficiency of the organization's operations.

Job Purpose

The Client Support Assistant coordinates and delivers comprehensive client-related support services, ensuring the quality and consistency of office work and information flow within the unit. This role involves independent decision-making on work priorities and proactive problem-solving for unprecedented cases. The incumbent provides guidance to other support staff and collaborates closely with colleagues, business units, and external clients, offering procedural guidance and information to facilitate smooth operations and achieve organizational objectives.

Responsibilities

Provide second-line support for client inquiries and technical issues across various disciplines, including corporate systems and procedures. Resolve complex and long-standing client problems, fostering partnerships and accountability for process outcomes. Support Service Level Agreement (SLA) reviews, monitor performance, and escalate concerns. Identify user transaction processing issues and data discrepancies, propose system adjustments, and participate in testing system changes. Maintain the SSC service catalogue and SLAs, adapting to evolving client needs. Assist personnel with Procure to Pay, Finance, Travel, and HR transactions in the FAO Global Resource Management System (ORACLE), advising on FAO rules and procedures. Support users in operating FAO corporate systems and handle incoming queries via a tracking system and phone within SLAs. Draft moderately complex documents and correspondence, and perform other duties as required.

Work Experience

Four years of relevant experience in office/management support, including human resources, travel, finance, and/or general administration. Experience in more than one area of work is desirable. Very good knowledge of corporate computerized financial, travel, and human resources systems, as well as administrative procedures and policies, is required.

Skills

Proficiency in MS Office applications, Internet, and office technology. Strong understanding of corporate computerized financial, travel, and human resources systems and administrative procedures. Excellent communication and interpersonal skills for building effective client relationships. Ability to focus on results, work collaboratively in a team, and share knowledge for continuous improvement. Working knowledge of English (level C) is mandatory. Knowledge of other FAO working languages is desirable.

Explore related opportunities