Customer Service Representative (open to all)

at  Embassy Brussels

Hiring Path:

• Open to the public

Who May Apply/Clarification From the Agency:
For USEFM - FP is 08. Actual FP salary determined by Washington D.C.
In-house U.S. Citizens
!!! Post policy update: Inbound USEFM applicants DO NOT have to wait until they are within 90 days of arriving at post to apply. !!!
If the candidate meets all of the onboarding criteria they could start working immediately.
Security Clearance Required:
Public Trust - Background Investigation
Appointment Type
Permanent
Appointment Type Details:
Indefinite subject to successful completion of initial one-year contract.
Marketing Statement:
We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.
Summary:
The work schedule for this position is Full-time (38 hours per week)
Start date: Candidate must be able to begin working within a reasonable period of time (15 weeks) of receipt of agency authorization and/or clearances/certifications or their candidacy may end.
If the candidate meets all of the onboarding criteria they could start working immediately.
Supervisory Position:
No
Relocation Expenses Reimbursed:
No

QUALIFICATIONS AND EVALUATIONS

Requirements:
EXPERIENCE: At least three years of experience in a multi-agency/departmental customer service work environment, with emphasis in written and oral communication.
JOB KNOWLEDGE: A good working knowledge of telephone procedures and telephones in general. Basic understanding of different computing platforms: PCs, mobile devices. Basic computer and typing skills. Proficiency in Outlook, Word, Excel and PowerPoint are required.
Education Requirements:
Completion of two years post-secondary education in the fields of Information Technology, Technical Sciences, Diplomatic/Political Sciences, Information, Administrative Management, or related.
Evaluations:
LANGUAGE: Fluency in English. Fluency in Dutch or French. This may be tested.
SKILLS AND ABILITIES: Good interpersonal skills, ability to interact with callers using tact, courtesy, discretion, and sound judgment. Must be able to respond quickly in a crisis environment or in case of emergency. Ability to work independently and diagnose certain technical malfunctions. Interpersonal, presentation, and organization skills necessary. Must be able to adapt to changing circumstances and be able to juggle many different tasks in a variety of specialized areas.
EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
Qualifications:
All applicants under consideration will be required to pass medical and security certifications. All candidates must be able to obtain and hold a Sensitive But Unclassified (SBU) certification.

The Customer Service Center Advocate is assigned to the Brussels JAS Customer Service Center (CSC), the one-stop shop for support from all ICASS service providers to the employees and EFMs in the Brussels Tri-Mission, which includes the Bilateral Embassy to the Kingdom of Belgium, the U.S. Mission to the European Union (USEU), and the U.S. Mission to NATO (USNATO). The CSC supports direct hire staff, Locally Employed Staff (LE Staff), along with EFMs. The incumbent works directly with Management sub-sections to ensure customers at the Tri-Mission receive services according to the ICASS Uniform Service Standards and Tri-Mission policies. Incumbent facilitates check-in/check-out, responds to inquiries, provides information and educates customers, and assigns work tasks. Incumbent reports to and is rated by the CSC Supervisor.