This position is located in the Information Management Office and is supervised by the Information Programs Officer. Position holder ensures all incoming and outgoing calls are processed correctly and in a timely manner in support of the U.S. Mission, Bamako.
Incumbent is a first point of contact for IT requests on the Customer Service Center (CSC) Help Desk, providing IRM support for embassy customers.
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Qualifications and Evaluations
A minimum of two years experience in customer-focused work environment as well as general telecommunications knowledge, office work, telephone switchboard, receptionist, or basic IT customer services required.
Working knowledge of switchboard operations, customer services, and receptionist activities.
Functional knowledge of Windows 10, Microsoft Office Suite, Microsoft Outlook, SharePoint, Internet and software applications of common use.
Successful completion of Secondary School (High-school education or equivalent) is required.
Good Working Knowledge
Good vocabulary and understanding of grammar and able to construct sentences.
Able to use English as part of normal work duties including having conversations with customers and answer questions.
This will be tested.
Good Working Knowledge – Good vocabulary and understanding of grammar and able to construct sentences.
Able to use French as part of normal work duties including having conversations with customers and answer questions.
This may be tested.
Limited Knowledge of Bambara – Reasonable confident in speaking Bambara and able to handle social situations and casual conversation and limited work requirements. Able to write simple texts and fill out forms.
This may be tested.
SKILLS AND ABILITIES:
- Must have excellent interpersonal and communications skills, both face to face and over the telephone.
- Proven ability to deal with people in a customer-focused environment.
- Must be able to project effective customer service values and principles.
- Ability to follow instructions and pay attention to details.
- Ability to work in a team environment.
- Ability to work with Microsoft Office Suite, Microsoft Outlook, Internet and software applications of common use.
- Ability to operate mobile/cellular phone equipment sufficiently to instruct Embassy personnel accordingly.
- Must develop knowledge of the embassies operational environment.
- Data entry will require typing speeds of 40 wpm minimum.
EQUAL EMPLOYMENT OPPORTUNITY (EEO):
The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
All applicants under consideration will be required to pass medical and security certifications.
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Benefits and Other Info
Locally Employed Staff, including Members of Household (MOHs), and Third-Country Nationals (TCNs), working at the U.S. Mission in Bamako, Mali may receive a compensation package that may include health, separation, and other benefits.
For EFMs, benefits should be discussed with the Human Resources Office.
The pay plan is assigned by the HR Office when the conditional offer letter is presented.
HIRING PREFERENCE SELECTION PROCESS:
Applicants in the hiring preference categories below are extended a hiring preference in the order listed.
It is essential that applicants accurately describe their status on the application.
Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.
HIRING PREFERENCE ORDER:
AEFM/USEFM who is a preference-eligible U.S. Veteran
FS on LWOP and CS with reemployment rights
Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their DD-214 (Certificate of Release or Discharge from Active Duty), equivalent documentation, or certification.
A certification is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant.
The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date, and (2) the character of service.
Acceptable documentation must be submitted in order for the preference to be given.
This level of preference applies to all Foreign Service employees on LWOP and Civil Service employees with re-employment rights back to their agency or bureau.
For more information such as the definition for EFM, USEFM, AEFM, MOH, and for additional employment considerations, please click the link.
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How to Apply
How to Apply:
All candidates must be able to obtain and hold a security certification.
To apply for this position click the “Submit Application” button.
For more information on how to apply visit the Mission internet site.
In order to qualify based on education, you MUST submit the requested diploma and / or transcripts as verification of educational requirement by the closing date of this announcement.
If you fail to provide requested information, or the information you submit is insufficient to verify your eligibility, you will not be considered for this position.
High School Diploma or equivalent
Other Document 2
Applicants who are invited to take a language or skills test, or who are selected for an interview will be contacted via email.
For further information - the complete position description listing all of the duties, responsibilities, required qualifications, etc. may be obtained by contacting the Human Resources Office.
Thank you for your application and your interest in working at the U.S.
Mission in Bamako, Mali.