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<div><div><font face="Times New Roman, serif" size="3"><strong>Overall Role Purpose:</strong></font></div><div><font face="Times New Roman, serif"><span >The Service Point Advisor is responsible for answering customer inquiries across the counter ensure that collection and deliveries of shipments are processed as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The Advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services.</span></font></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif" size="3"><strong>Key activities</strong></font></div><div><font face="Times New Roman, serif"><span ><strong>Customer:</strong></span></font></div><div><ul><li><font face="Times New Roman, serif"><span >Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner</span></font></li><li><font face="Times New Roman, serif"><span >Ensure that a high level of professional rapport is developed and maintained with all customers</span></font></li><li><font face="Times New Roman, serif"><span >Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required</span></font></li><li><font face="Times New Roman, serif"><span >Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved</span></font></li><li><font face="Times New Roman, serif"><span >Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action</span></font></li></ul></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif"><span ><strong>Internal:</strong></span></font></div><div><ul><li><font face="Times New Roman, serif"><span >Follow customer service procedures as outlined in the manual to comply with the ISO/GSOP procedures and safe working practices</span></font></li><li><font face="Times New Roman, serif"><span >Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times</span></font></li><li><font face="Times New Roman, serif"><span >Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly</span></font></li></ul></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif"><span ><strong>Process:</strong></span></font></div><div><ul><li><font face="Times New Roman, serif"><span >Process all shipments accepted at the counter accurately and enter relevant data so as to ensure perfect airwaybills thus offering DHL’s most suitable service to the customer</span></font></li><li><font face="Times New Roman, serif"><span >Promote and sell DHL’s value-added services such as Insurance, Import Express and TDD and participate actively in the Sales Lead programme to contribute to the country revenue</span></font></li><li><font face="Times New Roman, serif"><span >Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers</span></font></li><li><font face="Times New Roman, serif"><span >Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit</span></font></li><li><font face="Times New Roman, serif"><span >Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders</span></font></li><li><font face="Times New Roman, serif"><span >Ensure all shipments are manifested by end of each shift and also ensure all documents and invoices pertaining to WPX shipments are imaged for quicker clearance at destination- CIA</span></font></li><li><font face="Times New Roman, serif"><span >Keep record of the supplies and also the float money and submit to accounts a cash summary of the total cash sales at the end of each day. The cash summary report needs to be reconciled for the cash collected for the shipments</span></font></li><li><font face="Times New Roman, serif"><span >delivered (Receiver Paid) or accepted at the counter</span></font></li></ul></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif"><span ><strong>People Management:</strong></span></font></div><div><font face="Times New Roman, serif"><span >Provide follow up for the call center Advisors during off hours by tracking and tracing shipments in adherence to DHL’s network trace standards</span></font></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif"><span ><strong>Skills / Qualifications:</strong></span></font></div><div><font face="Times New Roman, serif"><span >Problem Solving</span></font></div><div><font face="Times New Roman, serif"><span >Customer Orientation</span></font></div><div><font face="Times New Roman, serif"><span >Planning and Organizing</span></font></div><div><font face="Times New Roman, serif"><span >Decision Making</span></font></div><div><font face="Times New Roman, serif"><span >Results Orientation</span></font></div><div><font face="Times New Roman, serif"><span >Teamwork</span></font></div><div><font face="Times New Roman, serif"><span >Accountability</span></font></div><div><font face="Times New Roman, serif"><span >Communication Skills</span></font></div><div><font face="Times New Roman, serif"><span >Self-Management</span></font></div><div><font face="Times New Roman, serif"><span >Attention to Detail</span></font></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif" size="3"><strong>Experience</strong></font></div><div><font face="Times New Roman, serif"><span >Excellent verbal communication skills and interpersonal style</span></font></div><div><font face="Times New Roman, serif"><span >Excellent personal presentation, grooming and hygiene</span></font></div><div><font face="Times New Roman, serif"><span >Excellent organizational skills, including ability to prioritize workload</span></font></div><div><font face="Times New Roman, serif"><span >Ability to effectively contribute as a team member as part of a busy team</span></font></div><div><font face="Times New Roman, serif"><span >Proven ability to work under pressure in a fast paced, time sensitive environment</span></font></div><div><font face="Times New Roman, serif"><span >Demonstrated ability to use initiative/judgement to solve job related issues</span></font></div><div><font face="Times New Roman, serif"><span >Good understanding of DHL Network</span></font></div><div><font face="Times New Roman, serif"><span >Strong problem-solving capability</span></font></div><div><font face="Times New Roman, serif"><span >Desire to get the job done</span></font></div><div><font face="Times New Roman, serif"><span >Passion to provide excellent Customer Service</span></font></div><div><font face="Times New Roman, serif"><span >Right first-time philosophy</span></font></div><div><font face="Times New Roman, serif"><span >Sound educational background with knowledge of the Service Industry, an added advantage</span></font></div><div><font face="Times New Roman, serif"><span >Working knowledge of Microsoft Word, Excel and Power Point.</span></font></div><div><font face="Times New Roman, serif"><span >Good oral and written communication skills – English & Arabic preferable</span></font></div><div><font face="Times New Roman, serif"><span >Self-motivated individual capable of taking ownership and working independently</span></font></div><div><font face="Times New Roman, serif"><span >Tolerance for stress in a fast-paced working environment.</span></font></div><div><font face="Times New Roman, serif"><span >Excellent planning and organizing skills</span></font></div><div><font face="Times New Roman, serif"><span >Good team player</span></font></div><div><font face="Times New Roman, serif"><span >Adheres to policies and procedures</span></font></div><div><font face="Times New Roman, serif"><span >Possesses good relationship building and interpersonal skills</span></font></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif"><span ><strong><br></strong></span></font></div><div><font face="Times New Roman, serif" size="3"><strong>Educational Qualifications</strong></font></div><div><font face="Times New Roman, serif"><span >Essential :Diploma Degree</span></font></div><div><font face="Times New Roman, serif"><span >Desired : BA degree  </span></font></div></div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span><strong>Job Title:&nbsp;</strong>&nbsp;Technical Advisor II, MEAL – Regional Focal Point (EMEA)</span><span><strong>Reports to:</strong> STA, Regional Focal Point Lead</span><br><span><strong>Department:</strong> PIQA</span><span><strong>Salary Grade:&nbsp;</strong>10</span><br><p><i><strong>Note: This is a Global remote role for the EMEA Region. Candidates should be willing to work during Europe and Middle East business hours. Candidates who are based in countries where CRS has a legal presence are preferred.</strong></i> &nbsp;</p><br><p><span><strong>Job Summary</strong>&nbsp;</span></p><br><p><span>The Technical Advisor II (TA II) provide technical assistance, guidance and support in&nbsp;monitoring, evaluation,&nbsp;accountability and learning (MEAL)&nbsp;at regional and global levels. The TA II will serve as a MEAL focal point for Europe, Middle East and Asia (EMEA) with a particular focus on the Europe and Middle East countries, responding to MEAL technical assistance needs from those countries and liaising with other MEAL colleagues to support EMEA country needs. The TA II will also provide technical assistance to countries in other regions as needed, coordinating with other MEAL regional focal points. The TA II’s MEAL advising align with CRS program quality principles and standards and MEAL Policies and Procedures, donor guidelines, and industry best practices&nbsp;to advance the delivery of high-quality programming to the poor and vulnerable. The TA II’s expertise, advice and influence will contribute to the effectiveness and adaptability of CRS’ MEAL activities in EMEA and globally.&nbsp;</span></p><br><p><span><strong>Roles and Key Responsibilities</strong></span></p><br><ul><li>Serve as a MEAL focal point for countries in EMEA seeking technical assistance in MEAL, with particular focus on countries in Europe and the Middle East. Provide technical assistance, remotely and in-country, and as needed liaise with other MEAL TAs to provide technical support to EMEA countries. Maintain ongoing contact with the DRD/PQ, EMEA country teams, and EMEA sectoral focal points to help ensure high quality project MEAL and coverage of MEAL TA needs.</li><li><span>Contribute to HQ and country efforts to position CRS for strategic growth opportunities and p</span>rovide technical MEAL guidance and inputs to proposal development and project design, including appropriate monitoring systems and indicators and&nbsp;integrating donor MEAL requirements into projects<span>. Support countries to appropriately staff MEAL in project teams.</span></li><li>Guide EMEA projects in complying with donor MEAL requirements and CRS MEAL Policies and Procedures, reviewing MEAL tools and budgets and supporting MEAL system design, learning agendas, and evaluations.</li><li>Provide MEAL technical assistance to countries in other regions as needed, in coordination with other MEAL regional focal points.</li><li>Contribute to the&nbsp;<span>design and implementation of&nbsp;</span>agency-wide <span>strategies, standards, tools, and best practices in MEAL&nbsp;that effectively engage partners, donors, and governments.&nbsp;</span></li><li><span>Provide technical solutions in MEAL in support of high quality program design and implementation, including support to countries in other regions as needed in coordination with other focal points.</span></li><li><span>Contribute to capacity strengthening initiatives in&nbsp;MEAL for staff and partners through helping develop learning and training strategies and agendas/curriculums, conducting trainings and workshops, and mentoring and coaching country staff.&nbsp;</span></li><li>Contribute to the customization and design of digital forms for data collection and the design of approaches for data visualization that facilitate use of data and quality reporting.</li><li>Contribute to influence and scaling strategies, including systems analysis, evidence generation and MEAL approaches that contribute to influence, and measurement of influence and scaling progress.&nbsp;</li><li><span>Contribute to knowledge management and learning by facilitating the capture, documentation, and sharing of key successes, promising practices, lessons learned, and evidence-based implementation research.&nbsp;</span></li><li>Establish and&nbsp;maintain&nbsp;relationships with donors, peer organizations,&nbsp;research&nbsp;and other institutions. Participate in MEAL-related forums&nbsp;to collect and share best practices and promote CRS’ work.&nbsp;&nbsp;</li></ul><p><span><strong>Knowledge, Skills and Abilities&nbsp;</strong>&nbsp;</span></p><br><ul><li><span>Strong understanding and application of technical principles and concepts in MEAL. Knowledge of education and other sectors.&nbsp;</span></li><li><span>Track record of contributing to successful business development activities capturing public and/or private donor funding.</span></li><li>Excellent relationship management skills with ability to influence and get buy-in from people not under direct supervision and to work with individuals in diverse geographical and cultural settings.</li><li>Accompaniment orientation and skills, with ability to recognize the capacities and solutions of partners, colleagues and system actors. &nbsp;</li><li>Strong strategic, analytical, problem-solving and systems thinking skills with capacity to see the big picture and ability to make sound judgment.</li><li>Proficient in MS Office packages (Excel, Word, PowerPoint); digital data collection tools such as CommCare, KoBo or RedRose; Web Conferencing Applications; and strong understanding of information and budget management systems and&nbsp;<span>knowledge-sharing networks</span>.</li><li>Strong written and oral communication skills.</li><li>Strong presentation, facilitation, training, mentoring, and coaching skills.</li><li>Ability to work effectively in challenging contexts.</li><li>Proactive, resourceful and results-oriented.</li></ul><p><strong>Required Languages</strong>: Written and verbal fluency in English required. Knowledge of Arabic preferred.</p><br><p><strong>Travel</strong>: Must be willing and able to travel up to 35% to Europe and Middle East countries and other locations as needed.&nbsp;</p><br><p><strong>Work hours: </strong>Able to work during Europe and Middle East business hours.</p><br><p><strong>Supervisory Responsibilities:&nbsp;</strong>None</p><br><br><p>Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States.&nbsp;Catholic Relief Services&nbsp;works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. &nbsp;Catholic Relief Services’&nbsp;relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding.&nbsp; We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to safeguarding children and vulnerable adults from abuse and exploitation.</p><br><p>CRS welcomes candidates from the countries and regions in which we work. In the event the successful candidate is an expatriate, the anticipated duration of the assignment is informed by a term limit, based on the type and level of the job and the needs of the agency.</p><br><p>CRS is committed to safeguarding program participants, community members, staff and volunteers from all forms of exploitation and abuse.The successful candidate is expected to sign and adhere to CRS´ Code of Conduct.</p><br><p>CRS talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.</p><br><p><i>Disclaimer:&nbsp; This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.&nbsp;</i></p><br><p>CRS is an Equal Opportunity Employer.</p><br> <br> </div>