Reference number: 2471
Job status: In-progress
Job category: Local Position
Duty station: Bogor, Indonesia
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CIFOR-ICRAF
The Center for International Forestry Research (CIFOR) and World Agroforestry (ICRAF) envision a more equitable world where trees in all landscapes, from drylands to the humid tropics, enhance the environment and well-being for all. CIFOR and ICRAF are non-profit science institutions that build and apply evidence to today’s most pressing challenges, including energy insecurity and the climate and biodiversity crises. Over a combined total of 65 years, we have built vast knowledge on forests and trees outside of forests in agricultural landscapes (agroforestry). Using a multidisciplinary approach, we seek to improve lives and to protect and restore ecosystems. Our work focuses on innovative research, partnering for impact, and engaging with stakeholders on policies and practices to benefit people and the planet. Founded in 1993 and 1978, CIFOR and ICRAF are members of CGIAR, a global research partnership for a food secure future dedicated to reducing poverty, enhancing food and nutrition security, and improving natural resources.
COE Client Service Officer
Overview
The CIFOR-ICRAF Communications team is seeking a dynamic Client Service Officer to lead its service desk. We process over 2,000 work requests annually for writing, editing, translation, design, digital products, photo/video, and events. The Client Service leads the client side of this workflow, ensuring superior client relations and satisfaction, high quality and timely project delivery, verification of consultant costs, and reporting. The ideal candidate will have 5 years of relevant experience, a highly organized problem-solving approach, fluency in English, and a degree in a relevant discipline.
Duties and responsibilities
1. COE
Request Tracking and Coordination
- Lead
COE service desk and serves as the first point of contact for incoming service requests.
- Provide
guidance to clients and agree on outputs, timelines and cost estimation.
- Categorize
requests based on COE Project Managers, timelines and budget codes.
- Coordinate
the routing of requests to the appropriate COE Project Managers, ensuring
clarity in task allocation and alignment with team capabilities.
- Ensuring
smooth workflows and timely completion of COE requests by engaging COE Project
Managers and clients on the status of requests.
- Facilitate
communication between COE Project Managers and clients and address any issues
promptly.
- Address
any issues by notifying team members and escalating if necessary.
- Identify
potential opportunities for greater workflow efficiency.
2. Cost
Verification
- Ensure
all costs are documented.
- Analyze
invoiced charges against initial estimates, identify discrepancies or
overcharges, and provide detailed feedback to budget holders to ensure accurate
financial tracking and accountability.
- Prepare
regular and consistent reports on actual versus estimated expenditures and
refine rate card estimates as needed.
3. Reporting
and Documentation
- Maintain
a log of all service requests, including their progress, deadlines, outcomes,
and costs.
- Prepare
status reports of completed projects and pending tasks.
- Maintain
COE consultant roster list.
- Oversee,
manage and improve tracking tools and procedures for efficient request
handling.
Education, knowledge and experience
• Bachelor’s degree or similar in Accounting, Finance, Business Administration, Project Management, or a related field.
• Five years of relevant experience.
• Proficient in MS Office 360, Teams, Outlook and project management software (e.g. Wrike or other).
• Strong knowledge of invoicing and billing processes.
Terms and conditions
• This is a Locally Recruited Staff (LRS) position. CIFOR-ICRAF offers competitive remuneration in local currency, commensurate with skills and experience.
• The appointment will be for 1 (one) year with the possibility of extension contingent upon performance, continued relevance of the position and available resources.
• The duty station will be in Bogor, Indonesia.
To apply, please visit our career site at: https://www.cifor-icraf.org/about/work-with-us/
To learn more about CIFOR-ICRAF, please visit our websites at: https://www.cifor-icraf.org
CIFOR-ICRAF promotes Gender Diversity – Applications from women professionals are encouraged.
CIFOR-ICRAF is an equal opportunity employer. It fosters a multicultural work environment that values gender equality, teamwork, and respect for diversity.
Application process
The application deadline is 28 Feb 2025
We will acknowledge all applications, but will contact only short-listed candidates.
