Somali Speaker - Operations Officer

Employment Type: Contract-based, renewable depending on performance and workload.

Place of Work: - Addis Ababa

Edomias International Plc.is the Premier Human Resource solutions provider in Ethiopia serving clients for more than 18 years. 

We invite qualified applicants for the position of  Somali Speaker Operation Officer at one of our clients VFS Global – Ethiopia (the global leader in trusted technology services, empowering secure mobility for governments and citizens)

Purpose of the role

• To manage end-to-end operations of the VFS whilst ensuring quality and cost saving, ensure compliance with the set processes, and manage people to bring the best efficiency out of them

• To ensure implementation of new processes, roll outs or changes.

The Operations Officer is Responsible for: -

1. Document scrutiny and collection of application for visa processing 

2. Handel customer/applicant queries personally or via email, telephone 

3. Handel cash and bank related transactions if assigned and ensure 100% accuracy

4. Record & maintain all application data. Ensure accurate & timely data entry into the system without errors

5. Ensure all administration and logistics of passport delivery to consulate/applicant/logistic Company etc.

6. Maintain compliance with the standard operating procedures, manuals etc. without deviation in process

7. Inform the applicants about the available added services and ensure delivery of value-Added service options to applicants/customers.

8. Encourage applicants to provide feedback on service provided and their overall experience overall experience at applicant center.

9. Ensure that the entire process is completed within the mandate turnaround time

10. Assist Deputy Manager/operation manager in execution of WB project

11. Ensure judicious use of natural resources 

12. Adhere to the environmental health and safety policy /objective and guidelines of the organization      

Indicative KRA’s/Budgetary and Revenue Responsibilities

• Productivity - Targets met as prescribed in Team Objective Tracker. 

• Customer satisfaction (Applicants) - Complaints - Targets met as prescribed in Team Objective Tracker. 

• Timely & Accurate Data entry - Targets met as prescribed in Team Objective Tracker. 

• Late reporting /unauthorized absenteeism 

• Adherence to TAT - Targets met as prescribed in Team Objective Tracker. 

• Completion of WB Projects Completion 

• Attending training programs. Ensure all training scheduled by HR are attended 

• Training: Internal Process Certifications (OCL’s) – Scores well on all OCL’s completed for self 

• Error Monitoring – To reduce the number of errors daily, maintains Error Log, as applicable. 

• Updates Productivity & VAS Conversion Grid – to track performance daily. 

• VOC - Targets met as prescribed in Team Objective Tracker. 

• Ensures adequate Surveys are completed (minimum 5% of application counts) & Target VOC Target achieved, as per Team Objective Tracker 

Job Requirements

Knowledge & Key Skills: 

• Worked as Customer Service Representative

  • Basic Knowledge of Computer skills, in MS office & good typing speed. 

  • Adaptability and presence of mind to handle customer queries and complaints\ 

  • Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness 

Education: - BSc or BA Degree in any Field of study.

Experience: - 0–2 years in a high-paced, customer-facing service environment.

Language: - Fluency in Somali language  

                     Fluency in Amharic & English is Mandatory

Additional Language Requirements 

Knowledge of other local and foreign languages is an advantage. 

Gross Salary: 53,662 Birr

How To Apply

Those who are qualified can attach only Application Letter & CV through info@jobsinethiopia.net Clearly marking the Job Title “Somali Speaker Operation Officer””

Only short-listed candidates will be contacted.

Equal employment declaration

VFS Global is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, citizenship, veteran status, or any other characteristic protected by applicable laws.

This policy applies to all aspects of employment, including recruitment, hiring, training, promotion, compensation, benefits, and termination. Employment decisions are based solely on qualifications, merit, and business needs.

We are dedicated to creating an environment where all individuals feel respected, valued, and empowered to contribute to our success.

Job Requirements Candidates should have a BSc or BA degree in any field of study, with 0–2 years of experience in a fast-paced, customer-facing service environment. Applicants must be fluent in Somali, Amharic, and English and demonstrate the ability to innovate and enhance procedures and methods to improve productivity and cost-effectiveness. How to Apply Submit your non-returnable application and CV along with supporting documents in Via email info@jobsinethiopia.net