Project Support Consultants, Multicities - United Nations Pakistan

This is an Individual Consultancy not a staff position (fixed term or service contract). DO NOT APPLY BY CLICKING THE Apply Now BUTTON.

BACKGROUND

The FATA Secretariat will establish a feedback Hotline in order to facilitate the process of receiving feedback and resolving concerns related to the Sustainable Return and Rehabilitation of Temporary Dislocated Persons and the FATA Reforms process. This free-of-cost hotline will be staffed by multilingual persons so that people can call and register their feedback or resolve their issues by phone.

UNDP will support this process by recruiting three (03) Project Support Consultants who will answer incoming calls on the hotline as well as queries by any other means (SMS, Fax, Mail and internet.)

Scope of Work:

The role of the project support consultant is to help each aggrieved person to find a resolution to their concerns its a unique opportunity for a young professional to improve their understanding of government systems, and to improve their skills in communications and problem-solving. Their primary role will be to faithfully document each incoming call, ask the relevant follow-up questions to categorize it appropriately, satisfy the calling persons, and provide them proper guidance. After each contact, the agent must think critically about the best solution the problem, and prepare a file with a proposed resolution, and route it to the appropriate office in the FATA secretariat, UN Agency, or any other relevant body.

Each consultant will:

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  Answer each contact from the FATA citizens, whether via phone, fax, or any other method.

  
  


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  Follow-up when calls are dropped or transmissions are incomplete.

  
  


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  Ask follow-up questions, to better understand the core problem for which the caller is calling about.

  
  


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  Build a positive rapport with colleagues and callers, and maintain a professional decorum even when callers are aggressive or upset.

  
  


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  Summarize each callers views or problem succinctly and draft a file which contains only relevant information as well as recommendations for action to be routed through the appropriate channels in the FATA Secretariat or any other body.

  
  


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  Build a comprehensive understanding of the functions of government, and apply a positive, problem-solving approach to finding resolutions for the people who call.

  
  

IF you are interested in this consultancy then please send us the attached confirmation of interest document as well as P-11 form duly signed on the following address on or before Monday 14 July 2016 12:30 pm via courier mail. Delivery by hand is strictly now allowed and shall not be accepted.

[ATTN: MR. UMAR ABBASI, FATA RECOVERY PROGRAMME]

United Nations Development Programme

Serena Business Complex, 6th Floor, Khayaban e Suharwardy,

Islamabad, Pakistan

Tel: 051-8355600 Fax: 051-2600254-5

The envelope should be clearly marked as Application for Individual Consultancy Project Consultants

If you require any clarification related to this consultancy, kindly send your queries to umar.abbasi@undp.org OR bilal.azeem@undp.org at least 5 days prior to the end date. While UNDP would Endeavor to provide response/clarification expeditiously, any delay in providing such information will not be considered a reason for extending the submission date.

For detailed information please click on to the following link and search for this Consultancy.

http://www.pk.undp.org/content/pakistan/en/home/operations/procurement0/

Required Skills