Customer Service and Complaint Handling Senior Non-Key Expert

The Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH is a state owned organisation. We work worldwide in the field of international cooperation for sustainable development. GIZ International Services (InS) is an integral division of GIZ.
We offer the experience, the regional and technical know-how of GIZ in the global market and provide international clients with expertise in terms of economic and result-oriented services.
Funded by the European Union, the Technical Assistance for Business Environment and Investment Climate (BEIC), including e-government is contributing to the improvement of the business environment in Ethiopia, to foster private sector development and the generation of employment and income opportunities in the context of the EODB programme of the government.
GIZ International Services is currently implementing a project in Ethiopia: Technical Assistance for Business Environment and Investment Climate (BEIC).
Funded by the European Union, the Technical Assistance for Business Environment and Investment Climate (BEIC), including e-government is contributing to the improvement of the business environment in Ethiopia, to foster private sector development and the generation of employment and income opportunities in the context of the EODB programme of the government.
The main purpose of the BEIC project is as follows:
1. Provide technical assistance and capacity-building to public sector entities in Ethiopia for implementing reforms to improve the business environment;
2. Support the establishment or modernisation of e-government systems and provide capacity-building and implementation support for the e-government systems implemented;
3. Support public-private dialogue in Ethiopia for existing and potential investors. In this project, public-private dialogue is defined as any platform where the government and private sector can discuss matters related to the business environment.
With the objective of continuing to attract FDI to sustain development and poverty reduction, the government is introducing reforms and taking measures to improve the conduciveness of the business environment and improve the country's ranking in the Doing Business Index, with the vision to place Ethiopia in the top 100 within a few years. In December 2018, a high-level committee - chaired by the Prime Minister and composed of Ministry of Trade and Industry (MoTRI), National Bank of Ethiopia (NBE), Ministry of Revenues (MoR), Customs Commission, Addis Ababa City Administration, Ethiopian Electricity Utility, Federal Attorney General and Supreme Court - was set up to improve the business climate, address the impediments for private sector development, and monitor the reform efforts. The Ethiopian Investment Commission (EIC) is the secretariat of the committee and it is supported by technical assistance by IFC under its investment climate reform programme.

The BEIC project is being implemented by GIZ led Consortium in cooperation with McKinsey Ethiopia. The Service Contract - Technical Assistance for Business Environment and Investment Climate, including e-government, with identification number: EuropeAid/140637/DH/SER/ET between EUD and the consortium was signed on the 21st of December 2020 with the implementation period that started on the same day. The project duration is 54 months.

1. Objectives

The consultancy assignment, which is the subject of these Terms of References (ToR), falls within the above-mentioned service contract.
The Senior Non-Key Expert (SNKE) will work under the supervision of Key Expert 2: E-governance Expert. The SNKE will have a Junior Non-key Expert (JNKE) supporting him.
Its overarching objective is to manage Activity 1.1.1 and Provide training on “Customer Service and Complaint Handling (Call Center)”.
In particular, the SNKE will be responsible for the Activity Provide training on “Customer Service and Complaint Handling (Call Center)”. This activity includes the following tasks:

• Identification of up to 10 management staff for whom the training courses will be arranged;
• Prepare the content of the training (general and customized) and submit it to the beneficiary for validation;
• Prepare requirements for all logistics, venues, agendas, materials, etc, and communicate to facilitators for preparations in advance;
• Take attendance of training participants twice in a day, i.e., morning and afternoon sessions;
• Provide evaluation forms to training participants and get them filled before the training is completed;
• Perform awareness raising and dissemination of materials before the training starts;
• Use of e-platforms to deliver training and upload training materials as additional support to the face-to-face training, if possible;
• Preparing short communication messages (maximum 300 words) every week on the activity status and achievements;
• Execution of any other task requested by management.

2. Key deliverables

The Senior Non-Key Expert will deliver the following deliverables:

1. D-1.1-D-1: List of 10 trainees from the National Bank of Ethiopia (NBE) to be delivered one day after the start of the activity;
2. D-1.1.1-D-2: Training materials prepared and delivered;
3. D-1.1.1-D-3: Training delivered as per approved training plan;
4. D-1.1.1-D-4: Reporting on the task to be delivered 15 days after the completion of the training.   This includes the baseline evaluation at the start of the training, the complete training report according to the template from GIZ, the daily attendance lists signed, and a final evaluation test per trainee.

The deadlines for each above deliverable may be subject to change depending on further agreements with the beneficiaries or any modification to the project work plan.
The assignment requires the presence of an expert in Ethiopia.
Reporting: The Senior Non-Key Expert will report to KE2 – E-Governance Expert

3. Required skills and competencies

Required skills and qualifications of the individual consultant include:

• At least a master’s degree or equivalent in Marketing, Management, Public Relations, Communications, Business Administration, Accounting and Finance, Banking and Insurance, or related fields. Alternatively, a bachelor’s degree in similar fields and at least 10 years of professional experience, in addition to the minimum required below;
• Excellent communication and leadership skills and experience in establishing strong working relationships with a wide range of stakeholders, especially governmental ones;
• Fluency in English and Amharic, including excellent speaking, presentation, and written reporting abilities.

General professional experience

• At least 10 years of experience in working on customer service and complaint handling areas. Preferably having worked in customer service and complaint handling in a financial sector i.e., banks, insurance companies, and other financial institutions.  
• Experience in working in Ethiopia;
• Experience working with government entities and experience in developing countries, particularly in Sub-Saharan Africa (SSA), will be an asset.

Specific experience

• Experience in Customer Service and Complaint Handling (Call Center) in a financial sector
• Preferably Certified in Customer Service and Complaint Handling or received professional training on the topic from a reputable institution

4 Duration and timeline
The work is expected to start as soon as possible, and it is expected that up to 10 working days will be utilized between the 1^st of January 2024 and the 30^th of April 2024.

The Benefits

We are a provider of international cooperation services for sustainable development and work to build a future worth living around the world. We support projects in over 130 countries to achieve goals sustainably together with our partners., Everyone has the same opportunities in our company, regardless of gender, nationality, religion, sexual orientation or physical disability. We recruit based on specialist expertise and social skills. Transparency and fair opportunities for career advancement are just as much a matter of course for us as gender not being a barrier to taking up a management position.

We create prospects for people and with people. As GIZ has an international mandate, we offer a multicultural working environment. We are committed service providers and dedicated professionals, even under difficult circumstances. We take pride in enabling our employees to develop their professional and personal skills. There are plenty of reasons to join our motivated team – ranging from the diverse challenges you will face on a daily basis in one of our 130 partner countries, to the broad scope you will have for shaping your work.

How to apply

Interested candidates are invited to submit their applications via the link below- CV in English only by Friday, the 29/12/2023 .
Candidate applications will be reviewed on a daily basis.
Link for applying:  Customer Service and Complaint Handling Senior Non-Key Expert (hr4you.org)
Only shortlisted candidates will be contacted. Thank you for your understanding.