Responsibilities

1. Addresses client concerns and complaints, participates in meetings with clients. Holds regular progress meetings with Focal points. Carries out periodic reviews, identifies issues and initiates requisite follow-up actions. Prepares briefs and background documentation prior to meeting. Documents main decisions/actions agreed at meeting and follows up till resolved. Attends UNON Division of Administrative Services (DAS) CRM related meetings to ensure coherence and coordination between the Unit and CRM function in UNON DAS. Supports the Chief, TSVU by preparing relevant reports and presentations for the Common Services Management Team (CSMT). 2. Leads development of the Customer Relationship Management (CRM) document repository. Ensures that individual client related information/documentation is always updated in the repository. Maintains mailing list for client agency focal points and ensures regular updates of client focal point information in CRM repository. Prepares periodic ageing reports for the Chief, TSVU, on applications processed. 3. Keeps track of complaints received and common queries and establishes a Frequently Asked Questions (FAQs) database. 4. Monitors onboarding of new clients in relation to “Common Back Office” (CBO). 5. Supports development and production of communication products/services, brochures, newsletters, and other materials and provides specialized assistance in the production and delivery of information communications products and services. 6. Publishes articles approved by the Unit Chief on UNON DAS SharePoint sites on a regular basis. Drafts broadcasts to clients to update them on current issues as required. 7. Prepares draft briefing notes, talking points and presentations for the Chief of Unit. Records and maintains meeting minutes and follows up on action points. 8. Supports continuous training and guidance in client orientation for staff members in the Unit as required. Provides induction orientation and briefing to new staff members and interns. 9. Leads annual services surveys, analysis of clients’ responses and supports related work plan development and feedback to clients. 10. Collects and analyses data to identify trends or patterns and provide insights through graphs, charts, tables and reports using data visualization methods to enable data driven planning and decision-making by the Unit Chief. 11. Compares and reconciles travel reports submitted by the Travel Agency with UNON data to ensure that the transaction fee and other expenditures are in accordance with the contract. 12. Requests airline reports on a monthly, weekly, ad hoc or on need basis. 13. Reviews existing database and makes recommendations for improvements. i.e., negotiating a standard format and implementing enhancements. 14. Acts as Focal Point for Travel airline discount negotiation and contract renewal. 15. Ensures that correct routing and fares are applied by the Travel Agency in accordance with the contract and incentives as negotiated. 16. Ensures that airlines discounts are deducted at source and before ticket issuance. 17. Drafts Airline contract comparison memo highlighting improvement/decline in the new contract as compared to previous contract to ensure the organization obtains a better deal. 18. Requests MICE/groups fares and Ad-hoc discount from airline and reviews benefit after application. 19. Analyses reports on the benefits of the airline and makes recommendation for improvement. 20. Performs other assignments as may be assigned by the Unit Chief, including but not limited to covering for the Unit supervisor during his/her absence.