U.S. Department Of State DIPLOMACY IN ACTION

About

Overview

Hiring Path:

• Open to the public

Who May Apply/Clarification From the Agency:

•    U.S. Citizen Eligible Family Members (USEFMs) - All Agencies.

This is a FP scale position.

Security Clearance Required:

Public Trust - Background Investigation

Appointment Type

Permanent

Marketing Statement:

We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.

Summary:

Incumbent is to provide a single point of contact that can effectively address the requirements of ICASS GSO customers and service providers. Serves as the point of contact for services relating to the GSO Section and for guidance on procedures, complaints or implementing suggestions for improvements. Coordinates on all visits of official visitors to the American Embassy in Dar es Salaam. Reports directly to the Supervisory General Services Officer.

Supervisory Position:

No

Relocation Expenses Reimbursed:

No

Travel Required:

Not Required

Duties

(60%) Customer Services Coordinator
Serves as a focal point of contact for GSO customers, especially newcomers to the Mission and customers who need assistance in addressing a particular issue and/or direction to the appropriate GSO element. Tracks, assigns, and follow through completion all service requests submitted through myServices or other means of communication. Follows up on tasking, projects, work orders, etc. to determine whether the work has been completed to the satisfaction of the customer or if it has been explained to the customer why the work could not be done or had to be done differently.

Serves as a primary coordinator for the Chief of Mission and the Deputy Chief of Mission Residences make-ready and all other service requests.

Cultivates customers' awareness of GSO services and practices and ICASS standards. Helps manage customer expectation of what GSO can and cannot reasonably provide. Pro-actively seeks recommendations from customers and services providers via formal surveys or other means.

Serves as initial point of contact for personnel who wish to lodge a complaint or a suggestion concerning GSO operations/offices/personnel. Maintains a log of customer complaints/problems and steps taken to effect resolution, and tracks until resolution is reached. Personally visits offices for input/feedback. Alternatively, serves as a sounding board or initial point of contact to register a complaint about a customer.

Provides objective information to S/GSO and A/GSO for constructive criticism of/guidance to GSO staff and suggested options for correction/improvement. Suggests strategies on resolving issues/improving GSO services.

Serves as a back-up to the Facilities Maintenance Department Customer Services Coordinator.

(20%) Policy and Procedures
Regularly (at least weekly) monitors Department of State Intranet sites devoted to administrative issues, such as (but not limited to) that at A/LM. Identifies items for immediate dissemination to appropriate GSO sections or for consideration of GSO. Maintains a combined list of Intranet and Internet websites/addresses useful for reference for the various GSO sections.

Submits contributions to the GSO secretary for the Weekly Activity Reports, prepares, as assigned by GSO, drafts of basic Administrative Notices and Standard Operating Procedures for GSO. Drafts and presents miscellaneous briefings to include the arrivals, departures, and ICASS services presentations. Updates the relevant sections of the TMTHREE Welcome to Post cable for newly assigned officers.

Trains and assists new arrivals with first-time use of electronic systems such as myServices.

(20%) Visitors Coordinator
Incumbent is the GSO representative for official VIP visits to Post as well as Front Office upcountry trips. Plans and coordinates transportation, lodging, venues reservation, vendors coordination and other relevant GSO supported services and functions. Conducts outgoing review and evaluation for each visit. Contributes to lessons-learned.

Job holder will perform other related duties as assigned.

Qualifications and Evaluations

Requirements:

Two years of experience in customer service, public relations or administrative support. 

Education Requirements:

Completion of High School is required.

Evaluations:

This may be tested:

Level III (good working knowledge) (writing, reading and speaking) in English is required.

Ability to present a friendly, helpful, patient and caring impression to customers; Ability to be firm but tactful when explaining policy or limitation on resources. Ability to employ a problem-solving approach to difficult issues. Computer skills (microsoft suite), keyboard skills and basic numeral skills is required. Use of E2, myservices, ILMS/Ariba is also required. Ability to obtain and maintain non-sensitive security clearance.

Qualifications:

All applicants under consideration will be required to pass security certifications.

Benefits and Other Info

Benefits:

Other Information:

How to Apply

How to Apply:

To apply for this position, applicants MUST apply electronically via ERA.

For more information, visit this link https://tz.usembassy.gov/embassy/jobs/

Required Documents:

Please provide the required documentation listed below with your application:

• Current Resume


• High School Diploma


• Proof of Citizenship


• SF-50 (if applicable)


• Other Document


• Other Document 2


• Other Document 3

Next Steps:

Applicants who are invited to take a language or skills test, or who are selected for an interview will be contacted via email. 

 

Thank you for your application and your interest in working at the U.S. Mission in Dar es Salaam, Tanzania.