Years of Experience: Previous experience in complaint handling or customer service preferred. Contract Duration: Till the en
Employment Type: Full Time
Salary: As Per Organization Salary Scale
Contract Duration: Till the end of June 2024 with the possibility of extension
Vacancy Number: 075
Gender: Male/Female
No. Of
Jobs:
1
Education: Bachelor's degree in a relevant field (e.g., Business, Customer Service, or a related discipline).
Contract Extension: Possible
About Women and Youth Future Assist Organization:
Women & Youth Future Assist (WYFAO) is a non-profiting, non–governmental and non–political organization that is mainly involved in humanitarian and developmental activities and serves the people in need. WYFAO was founded back in 2016 by a group of young Afghan professionals with high spirit of helping and shaping lives in Afghanistan. WYFAO was established to play a prominent role in addressing the actual needs of poor people and enable all Afghans speak for their rights and have an enabling environment for their development and prosperity.
Job Description:
Job Summary: Managing and resolving complaints from beneficiaries, staff, or other stakeholders is the responsibility of the complaint officer. This position entails looking into complaints, figuring out their underlying reasons, and taking corrective measures to stop problems from recurring. In order to preserve the organization's reputation and guarantee the satisfaction of all parties involved in projects and the organization, the Complaint Officer is also a key player.
Roles & Responsibilities
Receive and Record Complaints:
Obtain complaints by a variety of means, including phone, email, or in person.
Record all complaint information, including the subject of the complaint, contact details, and any pertinent supporting documentation.
Evaluate/Investigate complaints:
Investigate complaints carefully to verify their veracity.
To better comprehend the problem, speak with pertinent stakeholders and gather data.
Determine the root causes:
Analyze complaint data to spot trends or recurrent problems.
Determine the complaints' underlying causes and suggest solutions.
Responding Complaints
Work with the proper departments or people to quickly and satisfactorily address issues.
Inform the complainant of the remedy and make sure their comments are taken into consideration.
Maintain Records:
Maintain a thorough record of grievances and their resolutions for the purposes of reporting and analysis.
Design and Implement Solutions:
Work with cross-functional teams to create and put into place remedies to prevent more complaints.
Keep track of the performance of the solutions you've used.
User /Beneficiaries Relationships:
Make sure people/beneficiaries or others related to projects are satisfied by responding to complaints in a timely and professional manner.
While resolving complaints, treat customers with exceptional service.
Compliance:
Stay updated with the laws, rules, and business practices relating to complaints and dispute resolution.
Ensure compliance with all applicable regulations.
complete all duties in accordance with WYFA's complaint policy.
Reporting:
Report complaints and related issues to top management and the relevant authorities as needed.
Job Requirements:
Experience/ Education.
Bachelor's degree in a relevant field (e.g., Business, Customer Service, or a related discipline).
Previous experience in complaint handling or customer service preferred.
Strong communication and interpersonal skills.
Excellent problem-solving abilities.
Attention to detail and ability to analyze data.
Ability to remain calm under pressure and handle difficult situations.
Knowledge of relevant industry regulations and compliance standards (if applicable).
Ability to work independently and as part of a team.
Language Requirements:
Proficiency in written and spoken English, Dari and Pashto.
PSEA Applicable
(Women and Youth Future Assist Organization) has zero tolerance for Sexual Exploitation and Abuse of beneficiaries. Protection from Sexual Exploitation and Abuse (PSEA) is everyone’s responsibility and all staff are required to adhere to the Code of Conduct, which enshrines the principles of PSEA, at all times (both during work hours and outside work hours). Familiarization with, and adherence to, the Code of Conduct is an essential requirement of all staff, in addition to related mandatory training. All staff must ensure that they understand and act in accordance with this clause.
Submission Guideline:
Please submit CVs and Cover Letters outlining why you are interested in the position and how your skills and experience match the skills, qualifications, and competencies required for this position. Applicants who meet the qualification and requirements for the mentioned position will be selected on a rolling basis, with the last date for applications being 07 Oct 2023, midnight.
Please follow the below link and fill out the form completely.
