(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.