IOM TunisiaIOM Tunisia ,The UN agency for Migration – IOM Tunisia is looking for a Client Service Assistant – Visa  Application Center according to the terms of reference stipulated below.

IOM Tunisia ,The UN agency for Migration – IOM Tunisia is looking for a Client Service Assistant – Visa  Application Center according to the terms of reference stipulated below.

  • Interested candidates  are invited to submit their applications including:
  • PHForm, CVs and cover letter specifying the  motivation for applications to no later than 14 July 2022;
  • indicating  the following reference code in the subject: SVNTN2022-031- Client Service Assistant – Visa  Application Center 

Please note that only short-listed candidates will be contacted, and applications  submitted without PHForm will not be considered. 



Cient Service Assistant- Visa Application Center 


Position Title: Client Service Assistant-Visa Application Center (2 Positions) Duty Station: Tunis, Tunisia 

Classification: G4 

Type of Appointment: Special Short Term Graded Contract (6 months with possibility of   extension)  

Estimated Start Date: ASAP 

Reference Code: SVNTN2022-031 

Organizational Context and Scope: 

Established in 1951, IOM is the leading inter-governmental organization in the field of migration  and works closely with governmental, intergovernmental, and non-governmental partners. IOM  is dedicated to promoting humane and orderly migration for the benefit of all. It does so by  providing services and advice to governments and migrants. 

Under the overall supervision of Chief of Mission in Tunisia, general oversight of the Immigration,  Border Management (IBM) Division’s Immigration & Visa Support Solutions (IVSS) Unit at HQ &  Sub Regional Coordinator, and direct supervision of CVAC Team leader, the Incumbent will  provide administrative support for the Canadian Visa Application Centre operated by IOM. 

Core Functions / Responsibilities: 

1. Provide client service excellence to applicants at all times, in full compliance with the  CIC Statement of Work (SOW) and the CIC Service Standards;  

2. Assist in the provision of client information: distribution of application forms,  information sheets and checklists regarding visa requirements; assist with telephone  and e-mail inquiries from clients (including requirements for submitting visa  applications and the location of client’s passport), providing timely and accurate  information to clients; marketing and providing assistance to clients with Value Added  Services. Informing clients of any changes to visa requirements or submission  procedures; 

3. Assist in the collection and forwarding of complete applications as per CIC checklists:  provide guidance to clients on the proper completion of application forms, while  reviewing and collecting same applications along with any supporting / additional  documents, as required; record, dispatch and follow up on applications and passports; 

4. Collection of Fees: Where required, collect the applicable Canadian visa fee(s) and IOM  service fee(s); issue accurate receipts; daily reconciliation of receipts and reporting  same; 

5. Data Capture and Biometric enrollements; Assist in maintaining a high degree of skill in  using the CANVAC software platform provided; enter all applicant data, submit  application documents in the required order, while forwarding all applicant, passport  and appointment information to CIC; ensure accurate tracking of both applications and  supporting documents via the CANVAC software’s bar code scanning system; 

6. Returning of passports, supporting documentation and visa decisions: assist in  collecting processed applications; returning processed applications, passports and  supporting documentation; 

7. Maintain a professional appearance and migrant friendly demeanour at all times;  

8. Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and  CIC staff locally; 

9. Immediately inform management of any problems or issues related to her/his daily  work and regularly make suggestions on how to improve efficiency and client service;

10. Comply with the IOM Policy for a Respectful Working Environment”, “IOM  Confidentiality Agreement”, “IOM Data Protection Manual”, IOM Standards of  Conduct”, and the “IOM Policy on Reporting Irregular Practices, Wrongdoing and  Misconduct”; 

11-Any other duties as may be assigned . 

Required Competencies: 

The incumbent is expected to demonstrate the following values and competencies: 

Values – all IOM staff members must abide by and demonstrate these three values: • Inclusion and respect for diversity: respects and promotes individual and cultural  differences; encourages diversity and inclusion wherever possible. 

• Integrity and transparency: maintains high ethical standards and acts in a manner  consistent with organizational principles/rules and standards of conduct. 

• Professionalism: demonstrates ability to work in a composed, competent and committed  manner and exercises careful judgment in meeting day-to-day challenges. 

Core Competencies  

• Teamwork: develops and promotes effective collaboration within and across units to  achieve shared goals and optimize results. 

• Delivering results: produces and delivers quality results in a service-oriented and  timely manner; is action oriented and committed to achieving agreed outcomes. • Managing and sharing knowledge: continuously seeks to learn, share knowledge and  innovate. 

• Accountability: takes ownership for achieving the Organization’s priorities and  assumes responsibility for own action and delegated work. 

• Communication: encourages and contributes to clear and open communication;  explains complex matters in an informative, inspiring and motivational way. 

Required Qualifications:  

Education & Experience: 

• Bachelor’s or equivalent or Higher degree in in Business Management, Client Services,  Social Science or related field from an accredited academic institution with two years of  relevant professional experience, or: 

• High School Degree/Certificate degree in the above fields, and four years of relevant  professional experience. 

• Experience working with government counterparts, private sector, international  organizations and/or non-governmental organizations (NGO) is an asset; 

• Strong skills in using Microsoft Office products; especially Outlook, Word, Excel and  PowerPoint 

organizational and planning skills; 

Excellent time management skills;  

Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities;  

Strong interpersonal & intercultural skills with an attention to details;  


Fluency in French, Arabic, English (written and spoken) is required.  


• Appointment will be subject to certification that the candidate is medically fit for  appointment, accreditation, any residency or visa requirements, and security clearances. 

Vaccination against COVID-19 is required. This will be verified as part of the medical  clearance process. 


• Incomplete applications will not be considered.

Applications received after the closing  date will not be accepted. 

• Any offer made to the candidate in relation to this vacancy notice is subject to funding  confirmation. 

• The list of accredited institutions can be found at 

Posting period:  

From 07 July 2022 – 14 July 2022.

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