채용사는 글로벌 visa 발급을 진행하는 외국계 기업입니다.​[업무내용]​Information Services:•Assist with updates to the GSS website as needed and directed by the Task Order Manager.•Manage the Interactive Voice Response (IVR) and the recordings in place by periodically reviewing the recordings to ensure they remain accurate. If updates are required, the SPOC will work with the Task Order Manager to ensure they are recorded within a reasonable timeframe.•Ensure reports from audit visits are maintained in Atlas via Management Reporting.•Ensure audit reports of these visits are maintained in Atlas via Management Reporting.•Create new canned responses as the need arises.Appointment Services•Ensure coordination with the US Embassy or Consulate on an as needed basis, for example with rescheduling due to closures, and only with prior approval from the Task Order Manager.•Provide training to US Embassy or Consulate Staff on appointment functionality in Atlas.• Document Delivery Services•Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.•Monitor document delivery incidents and ensure timely reporting on resolution.•Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.•Ensure audit reports of these visits are maintained in Atlas via Management Reporting.Fee Collection Services•Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.•Daily reconciliation of amounts swept versus receipts created.•Take appropriate and necessary action in cases where amounts swept do not match the number of receipts created.•Escalate reconciliation issues as appropriate to the TOM.•Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines.•Ensure audit reports of these visits are maintained in Atlas via Management Reporting.•Greeter Services (Where Applicable):•Manage and provide leadership to the team of greeters.•Supervise greeter performance and time and attendance. •Ensure that the appropriate number of greeters are present as required.•Ensure that greeters are properly dressed as stipulated in the parent contract.•Ensure greeter equipment is in good condition to support the applicant check-in process efficiently and effectively. •Serve as a greeter to meet applicants for appointments when needed. This requirement necessitates the reality that the SPOC must reside in or conveniently located adjacent to an Embassy or Consulate with greeter services unless otherwise approved by management.•Perform quarterly Fraud Prevention refresher training and ethics training with Greeters and document appropriately.•Make weekly unannounced visits to posts in the same city and act as a greeter for 4 hours and document appropriately in Management. Note: This requirement only applies if the SPOC lives within or geographically nearby a city with a Consular Post in their assigned Task Order that has greeters.Client Coordination:•Coordination, visitation and communication with the U.S. Embassy or Consulate on an as needed basis with prior approval of the Task Order Manager.•Ensure that U.S. Embassy or Consulate personnel are adequately equipped/trained to utilize GSS services in the country or area assigned.•Answer questions effectively and accurately from the client within agreed upon timeframe.•Escalate cases as needed to the Task Order Manager.Reporting:•Draft and assist in the development of Weekly, Monthly, SLA, Quality, and Risk Reports.•Monitor Service Level Agreements or SLA metrics and report issues.•Draft meeting minutes covering every phone or in person conference held with service vendors or U.S. State Department personnel.•Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected and assist in the implementation of CGI’s fraud prevention plan. Ensure vendors comply with fraud prevention and ethics trainings.•Ensure any questions, concerns, or observations with any of the services listed in this document are escalated appropriately. Any questions in this escalation process should be addressed with the Task Order Manager.​[근무조건]- 근무지 : 서울 중구- 근무시간 :월-금 (Flexible work hours but availability is must during the work week)- 복리후생 : 4대보험, 월/연차 등 기타 복리후생 [지원방법] - 영문 이력서 및 경력기술서 작성 후 이메일 접수​[지원자격]oFive years of relevant professional experience required.oExperience in client relations and customer service management.oExperience in drafting concise written reports.oStrong IT skills to include proficiency in MS Office (Word, Excel, Outlook, Share Point, and PowerPoint).oExperience using Microsoft Dynamics is preferredoFluency in spoken and written English