Job Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org

GLOBAL CORPORATE SOLUTIONS

Reporting to the Managing Director and World Bank Group CAO, the Global Corporate Solutions (GCS) brings together the functions of Corporate Security, Corporate Real Estate, and Corporate Services.

ABOUT THE UNIT

The Corporate Services (GCSCS) unit within GCS provides services to the World Bank Group in the areas of Travel and Visa services; Translation and Interpretation; Creative Services (which includes Printing Services; Graphic Design, and Editorial Production & Publications); Food and Conference Services, Global Meeting Management, and Audio Visual Services; Mail & Shipping; Staff Services (which includes: Fitness Center, Child Care, and Commuter Services); and the Art Program. The unit also provides administrative support/oversight to the World Bank Family Network, the World Bank Group Staff Association, and the 1818 Society, and is responsible for setting the policy framework and service standards, and for delivering services through a combination of staff and vendors at HQ and in Country Offices. GCSCS has about 130 staff and about 1,000 contractors.

GCS\'s Service Desk is the first point of contact for World Bank Group staff when they need help requesting, tracking, or understanding GCS\'s service offerings. In an average year, the Desk fields over 80,000 calls and e-mails from staff worldwide about a variety of topics-everything from business cards and parking to translation and travel policy. The Desk also handles many back-office tasks, such as processing Metrochek incentives and invoices, tracking courier shipments, and coordinating interoffice moves.

The Service Desk is open 20 hours a day, Monday through Friday, and is staffed by a 10-member team located at the World Bank\'s office in Chennai, India. To better assist clients based at World Bank Group headquarters in Washington, DC, most of the team is assigned to the core shift, which runs from 9 a.m. to 5:30 p.m., EST.

General Responsibilities

• Field requests and queries from WBG staff by phone and email in a timely and courteous manner.

• Provide first-line investigation and diagnosis of problems and advise clients on appropriate solutions.

• Promptly escalate complex issues and coordinate with subject-matter experts to see incidents through to resolution.

• Record, document, and track all queries and requests including all actions taken.

• Ensure that open cases are resolved within defined service-level targets.

• Support the work of GCS business units by performing non-voice functions such as processing commuter-benefit invoices for HQ staff, coordinating interoffice moves, and facilitating the delivery of diplomatic-pouch shipments to WBG country offices.

• Learn and adhere to established operating procedures and undertake regular training to increase knowledge of GCS services, policies, and systems.

• Stay abreast of current events and activities related to the World Bank Group and GCS by daily perusal of internal website, online kiosk, newsletters, and other sources.

• Attend regular meetings with counterparts from GCS business units and relay updates on policy and process changes with the rest of the team.

• Contribute to creation of internal support documentation and training materials for new and existing processes.

• Undertake special projects and assignments such as testing enhancements to internal IT systems.

• Perform other administrative duties in support the team\'s work program.

• Support clients by identifying problems, researching answers, and providing guidance on appropriate solutions.

• Build rapport and elicit problem details from help desk customers.

• Respond to a broad range of service requests and queries from WBG staff by using all available resources to enable fulfillment.

• Attend to open cases by following up with staff and business units as required to ensure issues are speedily resolved.

• Handle incoming calls and emails from WBG staff.

• Troubleshoot issues and attempt resolution using all available resources.

• Escalate unresolved cases and coordinate with Tier 2 colleagues as needed.

• Provide voice and non-voice support to World Bank Group staff.

• Ensure that all client requests are clearly and accurately documented with case-management software.

• Ensure that all issues are clearly and accurately documented with case-management software.

• Ensure queries and issues are captured, validated, and triaged for

• Record, classify, and track issues from outset to conclusion.

• Log and track incidents by type, source, and resolution method.

Selection Criteria

• Bachelor\'s degree.

• 2 or more years of experience helping international clients in a customer-support environment.

• Strong work ethic, meticulous attention to detail, and proven ability to work well under pressure.

• Professional and friendly attitude and ability to establish a rapport with clients over the phone.

• Excellent interpersonal skills and experience working effectively in a team setting.

• Excellent communication skills, including the ability to speak articulately, write clearly and concisely, and determine whether the message was properly understood.

• Strong grasp of business English, including correct and appropriate grammar, spelling, and punctuation.

• Ability to handle constantly changing flow of work, remain productive during slow times, multitask effectively during busy periods, and exercise patience and professionalism during stressful situations.

• Strong IT literacy, including working knowledge of call-tracking systems and standard computer applications such as Microsoft Word and Excel.

Competencies

• Customer Service

• Promotion of Services

• Tasks and Workflow Management

• Transaction Processing

• Business Processes and Systems

WBG Values Competencies:

• Commitment to innovation: learning and adapting to find better ways of doing things.

• Highest personal integrity and sound judgment with demonstrated ability to handle confidential matters in a discreet and respectful manner.

• Respect and compassion for individuals and the WBG, its mission, objectives and values.

• Commitment to diversity, equality and inclusion, and sensitivity to the WBG\'s distinctive demographic and cross-cultural context and influences.

• Ability to inspire trust, to build effective work relations with internal clients and colleagues, and to listen patiently and empathetically without forming hasty judgments.

General competencies:

• Initiative - Volunteers to undertake tasks that stretch his or her capability.

• Flexibility - Demonstrates the ability to adapt plans, tasks and resources to meet objectives and/or work with others.

• Analytical Research and Writing - Able to undertake analytical research on topics requested by others. Shares findings with colleagues and other relevant parties.

• Client Orientation - Takes personal responsibility and accountability for timely response to client queries, requests or needs, working to remove obstacles that may impede execution or overall success.

• Drive for Results - Takes personal ownership and accountability to meet deadlines and achieve agreed- upon results and has the personal organization to do so.

• Teamwork, Collaboration and Inclusion - Collaborates with other team members and colleagues across units and contributes productively to the work and outputs of the team, as well as partners\' or stakeholders\', demonstrating respect for different points of view.

• Growth-mindset and Agile - Proactively action-oriented and outcome-focused. Proposes and implements strategic and practical adjustments to ensure optimal client service and maximum impact.

• Knowledge, Learning and Communication - Actively seeks the knowledge needed to complete assignments and shares knowledge with others, communicating and presenting information in a clear, accurate and organized manner with exceptional attention to detail.

• Business Judgment and Analytical Decision Making - Analyzes facts and data to support sound, logical decisions regarding own and others\' work.

Language Proficiency

• English is Essential

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the and , including our values and inspiring stories.

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