Assistant Program Officer-Member Services

JOB DESCRPTION

• Serve as the first point of contact for members seeking technical assistance over the phone or email;
• Handles and resolves membership concerns and informs ICT Program Officer of unusual situations or unresolved issues;
• Responds to member inquiries and service requests, and perform active follow-up to ensure member satisfaction and increased member engagement;
• Improves customer satisfaction by identifying patterns of problems and barriers to solutions and providing insight to resolve them;
• Assisting members in various online services like PC applications, Events Booking and paying, getting PCs, COG’s and related services;
• Identifying and documenting systemic issues and forwarding them to the Program Officer, ICT;
• Perform remote troubleshooting through diagnostic techniques and pertinent questions;
• Determine the best solution based on the issue and details provided by members
• Record events and problems and their resolution in logs;
• Follow-up and update member status and information;
• Managing positive relationships with our technical support providers and vendors;
• Convey any feedback or suggestions by members to the appropriate internal team;
• Identify and suggest possible improvements in procedures;
• Assist in hardware and software installation, configuration and maintenance;
• Monitors membership information on the ERP System and Portal; and
• Any other related tasks as may be assigned, from time to time, by the Secretary/CEO.

QUALIFICATION

• Relevant degree
• Minimum two (2) years relevant experience at equivalent position.