E-commerce Customer Service and Platform Operations Consultant

Organizational Context

The Revenue and Product Management (RPM) Section, within the Capacity Development and Implementation (CDI) Bureau, manages ICAO's revenue-generating activities including publications, training, and events. The E-Commerce and Publications Sales Unit (ECP) is responsible for the technical and operational aspects of the ICAO ecommerce platform and the sales and distribution of ICAO products.

Job Purpose

To provide operational support to the E-Commerce and Publications Sales team, ensuring the reliable operation of the ICAO Store and related digital sales processes, and handling customer, product, order, and payment activities in a timely and consistent manner.

Responsibilities

Support daily e-commerce operations, product setup, catalogue updates, and platform administration. Monitor and resolve issues affecting orders, payments, and customer accounts. Process and validate orders and payments, investigate discrepancies, and support reconciliation. Respond to customer service inquiries, log and track issues, and liaise with relevant teams for resolution. Prepare operational reports, perform routine updates, and contribute to process improvement and documentation.

Work Experience

At least 5 years of relevant experience in administrative, e-commerce, or customer-service functions. Minimum 2 years of experience with Adobe Commerce (Magento) or similar e-commerce platforms. Proficiency in Microsoft Office 365. Familiarity with online ordering systems, payment tracking, or CRM tools. Desirable: Minimum 2 years of experience with ERP or financial systems, and with CRM or case management systems. Prior experience in a UN Common System or international organization.

Skills

E-commerce platform administration, order processing, payment tracking, customer service, CRM tools, Microsoft Office 365 (Outlook, Excel, Word), attention to detail, communication, organizational skills, customer-focused mindset.

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