Customer Relationship Manager at Gender Equality, Peace and Development Centre (GEPaDC)

Responsibilities

• Establish and manage the complaint and feedback mechanism for the project component by GEPaDC
• Receive complaints and feedback and respond to enquiries at the complaint desk at program sites.
• Build staff awareness and commitment to a complaint mechanism, ensuring that all SOPs and GEPaDC core values are respected.
• Refer program-specific complaints to MEAL Officer and SMT for follow-up.
• Build staff awareness and commitment to a complaint’s mechanism.
• Ensuring that all SOPs and organizations/donors' core policies are respected.
• Ensure regular maintenance of complaints and feedback database/ information System and ensure information is shared on a regular basis.
• Carry out regular community feedback functions, ensuring that all SOPs and GEPaDC core policies are respected.
• Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences.
• Lodge all feedback, complaints, and response in the CFM database.
• Support to ensure complaints are closed within the appropriate timeframe including those reported from the GEPaDC toll-free line.
• Ensure the CFM database is forwarded to the MEAL officer on a monthly basis and important complaints from complaint desks and suggestion boxes are reported immediately.
• Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
• Ensure accurate recording of all the data related to the beneficiary.
• Submit internal, and accurate reports to the concerned program focal person. The reports will be submitted weekly, or daily according to the urgency of the complaint; include monthly recommendations, if needed, to MEAL Coordinator and Senior Protection Officer as received.
• Accurately refer cases internally within the departments - with the support of the MEAL Officer- following the standard operating procedures set for the referral system within GEPaDC.
• Follow up and receive weekly feedback and case status progress related to the internal cases referred to the projects.
• Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.
• Regular field visits and work with Protection and GBV Officers in the collection of complaints and feedback to the complainants.
• Perform any other responsibility assigned by Line manager

Key Competencies

• Strong communication skills: oral, written and presentation skills.
• Should be a team player and culturally sensitive.
• Demonstrated proficiency in computer applications such as Ms Word, Excel, Email and utilization of the internet.
• Goal-oriented, organized team player.
• Creative problem solver who thrives when presented with a challenge.
• Extremely flexible and have the ability to cope with stressful situations.
• Commitment to and understanding of GEPaDC’s aims, values,andprinciples