Customer Service Consultant for e-Shop, Beijing, China

Under the general supervision of the Digital officer, the incumbent will effectively communicate with UNICEF supporters and IG shop buyers, monitor e-Shop daily operation and reporting, to ensure all shops being operated smoothly and maximize the reach and volume of the web shops.

United Nations Children's Fund is seeking a

Consultant for e-Shop

August 28, 2017 to July 13, 2018

UNICEF works in 190 countries and territories to protect the rights of every child. Defending children's rights throughout their lives requires a global presence, aiming to produce results and understand their effects. UNICEF believes all children have a right to survive, thrive and fulfil their potential – to the benefit of a better world.

How can you make a difference?

Under the general supervision of the Digital Officer, the incumbent will effectively communicate with UNICEF supporters and IG shop buyers, monitor e-Shop daily operation and reporting, to ensure all shops being operated smoothly and maximize the reach and volume of the web shops.

Key deliverables will include:

IG shop related tasks:

A. E-shop operation

1.     Monitor IG e-shop operation, response problems to the supervisor timely

-Daily check all e-shop related functions

-Immediately response to the supervisor and take actions for bug shooting

2.     Efficiently answer inquiries in a professional manner based on Frequently Asked Questions (FAQ) guidelines.

-Inbound call/Online instant messages: reply immediately

-Email/SMS: within 7 working days of receiving

3.     Prepare and send IG receipt/e-receipt/certificate upon request

-within 7 working days after receive the request

4.     Prepare analysis and reports for e-shop

-Submit weekly report before Wednesday

- Semi-report: 1 week after receiving request.

-Submit required analysis and reports by agreed timeline

5.     Prepare and update FAQ document base on communication with buyers.

-update approved document as schedule

B.     Campaign materials preparation and launch

1.     Assist in preparing creative of planned campaigns.

All creative materials need to be developed by agreed timeline

2.     Support in producing creative materials (banner/webpage/e-card) required by corporate buyers

 

UNICEF Supporters services:

1.     Supporters info update based on email received     

2.     Return mail follow up

3.     Fulfillment for resend certificate/receipt based on request.

General administration:

Provide administrative support to the unit as requested, such as typing, filing, faxing, photocopying, etc.

To qualify, you will have…

1. Minimum college diploma degree.
    
2. 3 years working experience on customer service or office administration related. 
    
3. Fluent Mandarin Chinese skills, reading and writing. Good command of spoken English and working knowledge of written English.
    
4. Experienced user of Microsoft Office applications;
    
5. Good initiative and attitude, nice temper;
    
6. Ability to work in teams and independently; exceptional customer service attitude.
    

For every Child, you demonstrate…

• Respect for and adherence to UNICEF's core values of Commitment, Diversity and Inclusion, and Integrity
• Excellent communication and interpersonal skills to work in a multicultural environment
• Strong drive for results, setting high standards for the quality of work
• Interest in learning and researching, gathering comprehensive information to support decision making

 

If you recognise yourself from the above and wish to make a difference for every child, please review the full Terms of Reference though this link and send a Cover Letter and CV as well as a financial proposal indicating your daily consultancy rate to beijinghr@unicef.org, or apply online through www.unicef.org/employ (requisition 506404). The deadline for receipt of applications is 14 August 2017.