CUSTOMER SERVICE INTERNSHIP

Job Description

Responsibilities

1. Receive and guide visa applicants on CVAC procedures.

2. Provide basic information on types of visas and requirements, following center guidelines.

3. Assist with queue management, user flow, and maintaining order in the service area.

4. Review documentation submitted by applicants to ensure completeness (without making technical assessments).

5. Assist applicants in filling out forms at the designated terminal when needed.

6. Support operational control procedures established by the CVAC.

7. Support communication with the IOM security focal point regarding logistics or access.

8. Organize files, scan documents, and assist with document archiving.

9. Provide support in additional administrative activities and any other duties assigned by the supervisor.

Qualifications

Required Qualifications and Experience

Education

• Students in their final semesters or final academic year, or recent graduates, from the following fields: Social Sciences, Humanities, Business Administration, International Relations, Communication, Tourism / Hospitality ,Or related fields;

• Working experience in related fields will be considered an advantage.

Experience

• Proficient in Microsoft Office applications e.g. Word, Excel, PowerPoint, E-mail, Outlook;

• Attention to detail, ability to organize paperwork in a methodical way;

• Discreet, details and clients-oriented, patient and willingness to learn new things; and,

• Prior work experience with international humanitarian organizations, non-government or government institutions/organization in a multi-cultural setting is an advantage.

Skills

• Excellent customer service skills.

• Clear and effective communication.

• Strong organizational skills and responsibility.

Languages

For this internship, fluent in English is required (oral and written). 

Proficiency of language required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

Depending on experience and location, interns are granted a small monthly stipend to help offset costs. Interns benefiting from an internship allowance or scholarship granted by their university or other sponsoring body that includes financial remuneration or credits for coursework will not be eligible for the stipend.

IOM covers Interns against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the internship. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. Interns are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work. 

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Required Skills

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