US Embassy Jobs in Uganda- Customer Representative

Job title: Customer Service Representative
Vacancy Announcement

U. S. Mission, Uganda
VACANCY ANNOUNCEMENT

Number: 078/2011 Date: 12/27/2011

OPEN TO: Appointment Eligible Family Members (AEFMs) and U.S. Veterans, All Agencies
POSITION: Customer Service Representative; FP-7
OPENING DATE: December 27, 2011
CLOSING DATE: January 09, 2012
WORK HOURS: 20 hours per week

NOTE: ONLY APPOINTMENT ELIGIBLE FAMILY MEMBERS AND U.S. VETERANS, AS DEFINED BELOW OF U.S. GOVERNMENT EMPLOYEES ASSIGNED TO THE MISSION UNDER THE CHIEF OF MISSION AUTHORITY ARE ELIGIBLE FOR CONSIDERATION.

"The American Embassy is seeking an individual for the position of Customer Service Representative."

BASIC FUNCTION OF POSITION
Incumbent serves as the manager of the ICASS Customer Service Center (ICSC) and ensures that management sub-sections meet standards in the delivery of ICASS services to customers. The ICSC is US Mission Uganda's "one-stop shop" at the Chancery location for all ICASS Services, in particular General Services (GSO). Incumbent reports to the Supervisory General Services Officer and is reviewed by the Management Officer.
A copy of the complete position description listing all duties and responsibilities is available on http://kampala.usembassy.gov/job_opportunites.html.

QUALIFICATIONS REQUIRED
NOTE: All applicants must address each selection criterion detailed below with specific and comprehensive information supporting each item.
1. Education required: Completion of two years of post secondary education/university studies is required.
2. Work Experience required: Two years general office experience in customer-focused work environment is required.
3. Language required: Level IV English speaking and writing ability is required.

4. Knowledge required: General administrative and office procedures. Knowledge of the operation of ICASS, management practices and a general understanding of USG organizational structure, including the ability to appreciate political nuances and cultural sensitivities.
5. Skills and Abilities: Excellent drafting skills (English), strong interpersonal, presentation, and organizational skills required. Must demonstrate expertise in customer-focused management, including sound judgment and creative problem-solving in addressing issues varying in volume, scope, and complexity. Ability to remain tactful and professional at all times. Must be able to adapt to changing circumstances and be able to juggle dozens of different, often time-sensitive tasks in a variety of specialized areas. Level 1 Typing. Proficiency with Microsoft Office applications (Excel, Access, PowerPoint) required.

SELECTION PROCESS

After an initial application screening, applicants will be invited to a testing process that may include a written examination and oral interviews. The selected candidate must pass pre-employment medical and security investigations before beginning work. The initial appointment period is one year, subject to renewal.

Normally, candidates for employment are hired at the first step of the designated pay grade. In some instances, candidates may be hired at a higher step when exceptional qualifications or previous governmental service and pay level so warrant. The Human Resources Officer will make the decision with the concurrence of the employing section.

ADDITIONAL SELECTION CRITERIA

1. Management will consider nepotism/conflict of interest, budget, and visa status in determining successful candidacy.

2. Current employees serving a probationary period are not eligible to apply.

3. Current Ordinarily Resident employees with an Overall Summary Rating of Needs Improvement or Unsatisfactory on their most recent Employee Performance Report are not eligible to apply.

4. Currently employed US Citizen EFMs who hold a Family Member Appointment (FMA) are ineligible to apply for advertised positions within the first 90 calendar days of their appointment.

5. Currently employed NORs hired under a Personal Services Agreement (PSA) are ineligible to apply for advertised positions within the first 90 calendar days of their employment unless currently hired into a position with a When Actually Employed (WAE) work schedule.

HOW TO APPLY

Interested candidates for this position must submit the following for consideration of the application:

1. Universal Application for Employment as a Locally Employed Staff or Family Member (DS-174); or

2. A combination of both; i.e. Sections 1-24 of the UAE along with a listing of the applicants work experience attached as a separate sheet; or

3. A current resume or curriculum vitae that provides the same information found on the UAE (see section 3A below for more information); plus

4. Candidates who claim US Veterans preference must provide a copy of their Form DD-214 with their application. Candidates who claim conditional US Veterans preference must submit documentation confirming eligibility for a conditional preference in hiring with their application.

5. Any other documentation (e.g. essays, certificates, awards) that addresses the qualification requirements of the position as listed above.

3A. If an applicant is submitting a resume or curriculum vitae, s/he must provide the following information equal to what is found on the UAE.

Failure to do so will result in an incomplete application.

A. Position Title
B. Position Grade
C. Vacancy Announcement Number (if known)
D. Dates Available for work
E. First, Middle, & Last Names as well as any other names used
F. Date and Place of Birth
G. Current Address, Day, Evening, and Cell phone numbers
H. U.S. Citizenship Status (Yes or No) & status of permanent U.S. Resident (Yes or No; If yes, provide number)
I. U.S. Social Security Number and/or Identification No.
J. Eligibility to work in the country (Yes or No)
K. Special Accommodations the Mission needs to provide
L. If applying for position that includes driving a U.S. Government vehicle, Driver's License Class/Type
M. Days available to work
N. List any relatives or members of your household that work for the U.S. Government (include their name, Relationship, & Agency, Position, Location)
O. U.S. Eligible Family Member and Veterans Hiring Preference
P. Education
Q. License, Skills, Training, Membership, & Recognition
R. Language Skills
S. Work Experience
T. Reference

SUBMIT APPLICATION TO
Human Resources Office
Plot 1577 Nsambya Road
P. O. Box 7007, Kampala
Telephone: 0414-259-791/5
By Fax:
0414-341-863
Or by e-mail:
KampalaHR@state.gov


CLOSING DATE FOR THIS POSITION: January 09, 2012