Context
In support of the Embassy and Consulate of the Republic of Korea (ROK) in Berlin, Germany, IOM will be providing administrative visa-related services through dedicated Visa Application Centers across Europe, aimed at making the visa application process more timely and convenient.
Under the direct supervision of the KVAC Team Leader in Berlin, Germany, and the administrative supervision of Resources Management Officer in the Hague, the Incumbent will provide administrative support for day-to-day operations of the KVAC.
- Provide client service excellence to applicants at all times, in full compliance with the Korean Ministry of Justice regulations and service standards.
- Assist providing information to the applicants: distribution of forms and checklists; provision of accurate and timely replies to applicants’ enquiries through phone, email, chat and in person; assistance and guidance with value added services.
- Assist in collecting visa applications and sorting the documents: verification of completeness and correctness of visa application forms; completeness check of the supporting documents also in remote; sorting of the documents with relevant checklist; assistance to applicants if the documents are incomplete.
- Input visa application data: maintain and expert user level with IOM’s application management software, and the Korea Visa Portal, ensuring quality and integrity of collected data and generated invoices; accuracy of the tracking of passports and documents; scanning and quality check of supporting documents.
- Verify visa and service fees: verify correctness of payment and change against the application management software and the Korea Visa Portal; issuance of invoices; daily reconciliation of collected fees and invoices; secure storage of petty cash.
- Assist in reporting services: daily reports generation and quality check of collected applications and fees; daily reports for contact centre (received calls, call-backs, missed calls etc.) assistance to KVAC team leader in quality check.
- Delivery and collection of applications and passports: secure transfer of the visa applications and passports to/from the Korean visa office; sorting and counting of applications and passports; secure return of passports to applicants and delivery to courier.
- Maintain a professional appearance, in uniform and migrant friendly demeanor at all times.
- Immediately inform management of any problems or issues related to daily work, security issues, systems and software issues, complaints and make recommendations for improvement.
- Perform any other related duties that may be assigned by the team leaders or KVAC management.
- University degree in Business Administration, Client Services, Social Science or a related field from an accredited academic institution; or an equivalent combination of education, training and experience; or
- University degree in the above fields with three years of relevant professional experience.
- Experience in migrant-related programmes OR visa related services;
- Experience in customer service;
- Working and living experience in Korea as advantage.
Fluency in Korean and English and working knowledge of Dutch language is required.
IOM’s official languages are English, French and Spanish. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments. Required Competencies IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process. Values - all IOM staff members must abide by and demonstrate these three values:- Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
- Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
- Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
- Courage: Demonstrates willingness to take a stand on issues of importance.
- Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.
- Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
- Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
- Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
- Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
- Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.
- Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
- Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
- Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
- Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
- Humility: Leads with humility and shows openness to acknowledging own shortcomings.
- Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
- This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
- This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
- Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable.
- IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
- IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
- IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.