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Customer Service Coordinator (m/f)

- dana do isteka
Poslodavac:
Kategorija:
Mjesto rada:
Zagreb
Rok prijave:
04.12.2017.

O poslu

Opis radnog mjesta:
U.S. Mission Zagreb

Vacancy Announcement Number: 2017- 11

OPEN TO: All Interested Candidates / All Sources

The “Open To” category listed above refers to candidates who are eligible to apply for this position. The “Open To” category should not be confused with a “hiring preference” which is explained later in this vacancy announcement.

POSITION: CUSTOMER SERVICE COORDINATOR
TEMPORARY POSITION – REPLACEMENT FOR
EMPLOYEE ON MATERNITY LEAVE

OPENING DATE: November 20, 2017
CLOSING DATE: December 04, 2017

WORK HOURS: Full-time: 40 hours/week
SALARY: Ordinarily Resident (OR): FSN-6 HRK 181,763 p.a.
Not-Ordinarily Resident (NOR): FP-08* USD 37,698 p.a.
*Final grade/step for NORs will be determined by Washington.

ALL ORDINARILY RESIDENT (OR) APPLICANTS (See Appendix for definition) MUST HAVE THE REQUIRED WORK AND/OR RESIDENCY PERMITS TO BE ELIGIBLE FOR CONSIDERATION.

NOTE: Due to the high volume of applications received, we will only contact applicants who are being considered. Thank you for your understanding.

The U.S. Mission in Zagreb is seeking eligible and qualified applicants for temporary position of Customer Service Coordinator.

BASIC FUNCTION OF POSITION: The incumbent is the primary resource for customers in need of Management services. The incumbent serves as the liaison for customer requests and the Management service providers by communicating customer requests to the service providers, then working with the service provider to schedule work orders, update customers, and follow-up on any other details after the work order is completed. The incumbent serves as the quality control coordinator for General Services Office and Facilities requests, but will be a knowledgeable source of information for work done by Human Resources, Information Technology, and the Community Liaison Office. The incumbent will serve as quality control for all transfer season needs.
Vrsta posla:
rad na određeno vrijeme
Županija:

O zaposleniku

Znanja i kvalifikacije:
QUALIFICATIONS REQUIRED
Applicants must address each required qualification listed below with specific information supporting each item. Failure to do so may result in a determination that the applicant is not qualified.

1) EDUCATION: Completion of secondary school is required.
2) EXPERIENCE: Three years of administrative experience is required. Out of three years, at least one year of customer service experience is required.
3) LANGUAGE: English language ability - Level IV (fluent – will be tested), and Level IV in Croatian language (fluent) is required.
4) KNOWLEDGE: Must have knowledge on general administrative and office procedures.
5) SKILLS AND ABILITIES: Must have superb analytical and organizational skills, and be able to handle data bases. Proficiency with standard office computer applications is required.

FOR FURTHER INFORMATION: The complete position description listing all of the duties and responsibilities may be obtained on our website at https://hr.usembassy.gov and/or by contacting the Human Resources Office at zagrebjobs@state.gov.

HIRING PREFERENCE SELECTION PROCESS: When qualified, applicants in the following hiring preference categories are extended a hiring preference in the order listed below. Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.

HIRING PREFERENCE ORDER:
(1) AEFM / USEFM who is a preference-eligible U.S. Veteran*
(2) AEFM / USEFM
(3) FS on LWOP**
* IMPORTANT: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of the most recent Member Copy Four (4) of the DD-214, Certificate of Release or Discharge from Active Duty, and, if applicable, a letter from the U.S. Department of Veterans Affairs. If claiming conditional eligibility for U.S. Veterans’ preference, applicants must submit proof of conditional eligibility. If the written documentation confirming eligibility is not received in the HR office by the closing date of the vacancy announcement, the U.S. Veterans’ preference will not be considered in the application process. Mission HR’s decision on eligibility for U.S. Veterans’ preference after reviewing all required documentation is final.
** This level of preference applies to all Foreign Service employees on LWOP.

ADDITIONAL SELECTION CRITERIA:
1. Management may consider any of the following when determining successful candidacy: nepotism, conflicts of interest, budget and residency status.
2. Current OR employees serving a probationary period are not eligible to apply. Current OR employees with an overall rating of less than 100 points on their most recent Employee Performance Report (EPR) are not eligible to apply.
3. Current NOR employees hired on a Family Member Appointment (FMA) or a Personal Service Agreement (PSA) are not eligible to apply within the first 90 calendar days of their employment, unless they have a When Actually Employed (WAE) work schedule.
4. The candidate must be able to obtain and hold the following: local security certification or public trust clearance.

HOW TO APPLY: Applicants must submit the following documents via email to be considered. Failure to do so may result in a determination that the applicant is not qualified.
1. Universal Application for Employment (UAE) (Form DS-174), which is available on our website.
WHERE TO APPLY:

E-mail Address: zagrebjobs@state.gov

EQUAL EMPLOYMENT OPPORTUNITY: The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation. The Department of State also strives to achieve equal employment opportunity in all personnel operations through continuing diversity enhancement programs. The EEO complaint procedure is not available to individuals who believe they have been denied equal opportunity based upon marital status or political affiliation. Individuals with such complaints should avail themselves of the appropriate grievance procedures, remedies for prohibited personnel practices, and/or courts for relief.

Appendix (DEFINITIONS)

Eligible Family Member (EFM): An EFM for employment purposes is an individual who meets all of the following criteria:

• U.S. Citizen or not a U.S. Citizen; and
• Spouse or same-sex domestic partner (as defined in 3 FAM 1610); or
• Child, who is unmarried and under 21 years of age or, regardless of age, is incapable of self-support; or
• Parent (including stepparents and legally adoptive parents) of employee, spouse, or same-sex domestic partner, when such parent is at least 51 percent dependent on the employee for support; or
• Sister or brother (including stepsisters and stepbrothers, or adoptive sisters or brothers) of the employee, spouse, or same-sex domestic partner when such sibling is at least 51 percent dependent on the employee for support, unmarried, and under 21 years of age, or regardless of age, incapable of self-support; and
• Listed on the travel orders or approved Form OF-126 of a sponsoring employee, i.e., a direct-hire Foreign Service, Civil Service, or uniformed service member who is permanently assigned to or stationed abroad or, as appropriate, at an office of the American Institute in Taiwan; and
• Is under chief of mission authority.

U.S. Citizen Eligible Family Member (USEFM): A USEFM for employment purposes is an individual who meets all of the following criteria:

• U.S. Citizen; and
• Spouse or same-sex domestic partner (as defined in 3 FAM 1610) of the sponsoring employee; or
• Child of the sponsoring employee who is unmarried and at least 18 years old; and
• Listed on the travel orders or approved Form OF-126 of a sponsoring employee, i.e., a direct-hire Foreign Service, Civil Service, or uniformed service member who is permanently assigned to or stationed abroad or, as appropriate, at an office of the American Institute in Taiwan; and resides at the sponsoring employee’s post of assignment abroad, or as appropriate, at an office of the American Institute in Taiwan; and is under chief of mission authority; or
• resides at an Involuntary Separate Maintenance Allowance (ISMA) location authorized under 3 FAM 3232.2; or
• Currently receives a U.S. Government retirement annuity or pension from a career in the U.S. Foreign Service or Civil Service.

Appointment Eligible Family Member (AEFM): An AEFM for employment purposes is an individual who meets all of the following criteria:

• U.S. Citizen; and
• Spouse or same-sex domestic partner (as defined in 3 FAM 1610) of the sponsoring employee; or
• Child of the sponsoring employee who is unmarried and at least 18 years old; and
• Listed on the travel orders or approved Form OF-126 of a sponsoring employee, i.e., a direct-hire Foreign Service, Civil Service, or uniformed service member who is permanently assigned to or stationed abroad or, as appropriate, at an office of the American Institute in Taiwan (AIT); and
• Is under chief of mission authority; and
• Is residing at the sponsoring employee's post of assignment abroad or, as appropriate, at an office of the American Institute in Taiwan; and
• Does NOT currently receive a U.S. Government retirement annuity or pension from a career in the U.S. Foreign Service or Civil Service.

Member of Household (MOH): An individual who accompanies or joins a sponsoring employee, i.e., sponsor is a direct hire employee under Chief of Mission authority, either Foreign Service, Civil Service, or uniformed service member who is permanently assigned to or stationed abroad at a U.S. mission, or at an office of the American Institute in Taiwan. A MOH is an individual who meets the following criteria:

(1) Not an EFM and therefore not on the travel orders or approved through form OF-126 Foreign Service Residence and Dependency Report of the sponsoring employee; and
(2) Officially declared by the sponsoring U.S. Government employee to the Chief of Mission (COM) as part of his or her household and approved by the COM; and
(3) Is a parent, grandparent, grandchild, unmarried partner, adult child, foreign born child in the process of being adopted, father, mother, brother, sister, father-in-law, mother-in-law, son-in-law, daughter-in-law, brother-in-law, sister-in-law, stepfather, stepmother, stepson, stepdaughter, stepbrother, stepsister, half-brother, or half-sister who falls outside the Department’s current definition of Eligible Family Member 14 FAM 511.3. A MOH may or may not be a U.S. Citizen.

Not Ordinarily Resident (NOR) – An individual who meets the following criteria:

• An EFM, USEFM or AEFM of a direct-hire Foreign Service, Civil Service, or uniformed service member permanently assigned or stationed abroad, or as appropriate, at an office of the American Institute in Taiwan; or
• Has diplomatic privileges and immunities; and
• Is eligible for compensation under the FS or GS salary schedule; and
• Has a U.S. Social Security Number (SSN); and
• Is not a citizen of the host country; and
• Does not ordinarily reside in the host country; and
• Is not subject to host country employment and tax laws.

Ordinarily Resident (OR) – An individual who meets the following criteria:

• A citizen of the host country; or
• A non-citizen of the host country (including a U.S. citizen or a third-country national) who is locally resident and has legal and/or permanent resident status within the host country and/or who is a holder of a non-diplomatic visa/work and/or residency permit; and/or
• Is subject to host country employment and tax laws.
Minimalna stručna sprema:
Srednja škola
Potrebno radno iskustvo:
tri godine