Customer and Public Relations Associate(G6)
JOB DETAIL
IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: Please note that the closing date for submission of applications is indicated in local time as per the time zone of the applicant’s location.
Organizational Setting
The Department of Management’s Division of General Services (MTGS) provides support functions to the IAEA through its four Sections, namely the Archives and Records Section (ARMS), the Commissary Management Section (CMS), the Facilities Management and General Support Section (FMGSS) and the Seibersdorf Laboratories Services Section (SLSS). Among the four Sections, the Commissary Management Section (CMS) is responsible for the management of the Agency’s tax and duty-free store at the Vienna International Centre. The Commissary is operated under the authority of the Director General of the IAEA and regulated by the HQ Agreement with the Host Country. It was established as a self-sustaining and non-profit making operation in order to facilitate the purchase of limited quantities of consumer goods by the diplomats of Permanent Missions of Member States accredited to the UN organizations, staff members of the UN organizations based at the VIC as well as of other authorized organizations.
Main Purpose
Reporting to the Retail Operations Manager, the Customer and Public Relations Associate plays a key role in enhancing Commissary customer relations. The incumbent is the Commissary’s focal point for customer care and the exchange of information with customers and solicits interactive media advertisements from suppliers and external companies. This is achieved through regular market research, customer surveys, customer newsletters, as well as other outreach activities.
Functions / Key Results Expected
Manage and foster customer relations by identifying trends and changes in customer segmentation, carrying out systematic market and customer research and soliciting customer feedback in the form of regular surveys, questionnaires and interviews, interpreting results, and recommending follow-up action.
Prepare statistics and analyses for various management reports.
Perform Commissary PR activities; engage closely with a wide spectrum of working contacts within the VIC; engage with members of the Commissary Advisory Committee and present statistical reports and results of studies to the Committee.
Coordinate and monitor the processing of customer product assortment suggestions, provide the Selection Sub-Committee of the Commissary Advisory Committee (CAC) with analytical reports on suggestions from customers and actively participate in the meetings; inform customers of decisions taken on their suggestions.
Establish good relationships with Permanent Mission diplomats and staff, high-ranking officers of the Vienna-based organizations, and the customers at large to maintain a high level of customer trust. Take note of and respond to customer complaints, suggestions, and queries of a non-routine nature; investigate and resolve complaints/conflicts and follow-up on customers’ suggestions.
Ensure compliance with the Commissary Rules: this includes calculating customer purchase entitlements on occasions of changes to salary scales of UN staff; verifying new information received on customer records and rectifying any errors; initiating internal control systems, monitoring customer purchases and reviewing cases of abuse and/or violation of Commissary rules and making recommendations to the Commissary Manager and the Divisional Director on sanctions to be taken. Provide staff in the Sales Unit with guidance with regard to the implementation of the Commissary Rules regarding access rights and privileges.
Liaise with UNSSS on Commissary security matters and prepare regular statistical reports thereon; establish procedures regarding access rights and purchase entitlements and monitor the implementation thereof;
Prepare and present information packages for newly recruited staff of all VBOs during induction courses.
Design and print advertising materials (monthly special offers, gifts with purchase, flyers, etc.);
Maintain the Commissary homepage to provide detailed and up-to-date information to customers at all times; using the homepage as a platform for disseminating information to and the collection of feedback from customers.
Create and manage the publication and distribution of the monthly Commissary Newsletter.
Solicit interactive media advertisements from suppliers and negotiate terms and conditions thereon.
Solicit and coordinate all corporate sales to Permanent Missions, UN Organizations, and VIC recognized clubs ; prepare and send bids in reply to official requests for procurement and negotiate terms and conditions;
Calculate the distribution of income from special mark-up on hard liquor and tobacco to the Staff Welfare Funds.
Competencies and Expertise
Core Competencies(Competency Framework)
| Name | Definition |
|---|---|
| Communication | Communicates orally and in writing in a clear, concise and impartial manner. Takes time to listen to and understand the perspectives of others and proposes solutions. |
| Achieving Results | Takes initiative in defining realistic outputs and clarifying roles, responsibilities and expected results in the context of the Department/Division’s programme. Evaluates his/her results realistically, drawing conclusions from lessons learned. |
| Teamwork | Actively contributes to achieving team results. Supports team decisions. |
| Planning and Organizing | Plans and organizes his/her own work in support of achieving the team or Section’s priorities. Takes into account potential changes and proposes contingency plans. |
Functional Competencies
| Name | Definition |
|---|---|
| Client orientation | Helps clients to analyse their needs. Seeks to understand service needs from the client’s perspective and ensure that the client’s standards are met. |
| Knowledge sharing and learning | Actively seeks learning opportunities and actively shares knowledge and information with others; shares specialized knowledge, skills and learning from experience across different situations and contexts effectively. |
| Resilience | Maintains a high level of performance when facing pressure and uncertainty. Able to remain calm and self-controlled, and to respond logically and decisively in difficult situations. |
Required Expertise
| Function | Name | Expertise Description |
|---|---|---|
| Administrative Support | Data and Information Analysis and Reporting | Ability to concentrate for long periods of time. |
| Administrative Support | Discretion and Respect for Confidentiality | Ability to deal with staff and representatives from the diplomatic community with tact, diplomacy, discretion and respect for confidentiality. |
| Administrative Support | MS Office (Word, Excel, Outlook, PowerPoint) | Basic knowledge of the MS Office package, which is used by the IAEA. |
Qualifications, Experience and Language skills
Completed secondary education. Additional specialized training is an asset.
Minimum six years of relevant experience including extensive experience in customer relations, marketing, market research or promotional activities.
Excellent oral and written command of English. Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian and Spanish) is an asset.
Administrative skills test to IAEA standard may be part of the process.
Remuneration
The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at EUR 61171 (subject to mandatory deductions for pension contributions and health insurance), 6 weeks’ annual vacation, pension plan and health insurance. More information on the conditions of employment can be found at: https://www.iaea.org/about/employment/general-service-staff
General Information
- The IAEA’s paramount consideration in the recruitment of staff member is to secure employees of the highest standards of efficiency, technical competence and integrity.
- Staff Members shall be selected without any unfair treatment or arbitrary distinction based on a person’s race, sex, gender, sexual orientation, gender identity, gender expression, religion, nationality, ethnic origin, disability, age, language, social origin or other similar shared characteristic or trait.
- The IAEA is committed to gender equality and to promoting a diverse workforce.
- Recruitment will be on a LOCAL BASIS only.
- Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. The IAEA is committed to applying the highest ethical standards in carrying out its mandate. As part of the United Nations common system, the IAEA subscribes to the following core ethical standards (or values): Integrity, Professionalism and Respect for diversity.
- The IAEA has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and the IAEA, including sexual harassment, abuse of authority and discrimination.
Evaluation process
- The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the selection criteria stated in the vacancy announcement. Applicants must provide complete and accurate information. Evaluation of qualified candidates may include an assessment exercise, which may be followed by a competency-based interview.
- Candidates under serious consideration for selection may be subject to reference and background checks as part of the recruitment process.
Appointment information
- Appointment is subject to a satisfactory medical report.
- Staff members may be assigned to any location.
- The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or with a different contract type, or to make an appointment with a modified job description or for shorter duration than indicated above.
