Asistente CFM (community and Feedback Mechanism)

Organizational Context

The World Food Programme (WFP) in Colombia supports the government's goal of ending chronic malnutrition through innovative tools like cash transfers and local food purchases. WFP focuses on vulnerable populations, including victims of violence, ex-combatants, migrants, and marginalized groups, aiming to rebuild livelihoods and ensure access to nutritious diets. The organization also builds local capacities for implementing effective food security programs.

Job Purpose

The CFM Assistant will support the standardization and operationalization of WFP's corporate feedback mechanisms (CFM), which include various communication channels for beneficiaries and non-beneficiaries to request information, file complaints, or provide feedback. This role is crucial for enhancing transparency and accountability. The assistant will also contribute to the preparation, implementation, and monitoring of remote monitoring plans, ensuring alignment with WFP's corporate frameworks and evaluation strategies. Responsibilities include managing incoming requests in the CRM system, supporting CFM standardization activities, escalating potential fraud cases, and ensuring adherence to data privacy guidelines. The position also involves preparing performance reports, identifying programmatic alerts, and supporting remote monitoring activities like surveys and data cleaning, contributing to the overall effectiveness of WFP's engagement with affected populations.

Responsibilities

The role of a CFM Assistant involves managing feedback mechanisms for the World Food Programme (WFP). Key responsibilities include receiving, registering, and resolving information requests, complaints, and comments from beneficiaries and non-beneficiaries through various channels like hotlines, email, and suggestion boxes. The assistant must accurately record all interactions in the Customer Relationship Management (CRM) system, adhering to Standard Operating Procedures (SOPs) and data privacy guidelines. They will support the standardization of CFM processes, assist in escalating sensitive cases such as potential fraud, and manage different communication platforms like chatbots and helplines. Additionally, the role requires preparing periodic performance reports, identifying and tracking programmatic alerts, and conducting training for implementing partners on CFM procedures. A significant part of the job involves supporting remote monitoring activities, which includes conducting surveys, cleaning databases, and coordinating information with field offices and the monitoring and evaluation unit. The assistant may also participate in field missions and contribute to data analysis. This position requires a proactive approach to ensure timely and effective communication, transparency, and accountability in WFP's operations, contributing to the organization's mission of saving lives and changing them for the better.

Work Experience

Requires at least 3 years of experience managing customer service channels (call center, in-person, or online chat) or working with vulnerable communities. Must have knowledge of spreadsheets and databases, customer service management skills focused on problem-solving, excellent communication and customer service skills, attention to detail, and IT proficiency. Experience with web-based information systems, real-time data applications, and CRM platforms is desirable.

Skills

Customer Service, Data Management, Communication, Problem-Solving, Reporting, Training, Community Engagement, Remote Monitoring, Database Management, IT Skills

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