Context of the position

SOS Children’s Villages Rwanda is an independent member association affiliated to the SOS Federation. SOS Children’s Villages Rwanda leverages existing community resources to strengthen quality childcare and protection through a holistic continuum of care tailored to orphans, vulnerable children, and their families. SOS Children’s Villages Rwanda actively advocates for the promotion of childcare and child protection. In Rwanda, SOS Children’s Villages operate in four Program Areas based in Gasabo, Gicumbi, Kayonza and Nyamagabe. To further fulfil the above-mentioned responsibilities, SOS Children’s Villages Rwanda is seeking for Two (02) competent Customer Care Assistants for its Gikongoro and Kayonza Program Areas respectively.

JOB PURPOSE

Under the Supervision of the Finance and Compliance Area Coordinator, the Customer Care Assistant will serve as the key liaison between SOS Children’s Villages Rwanda and its clients by providing timely, professional support, addressing inquiries, and ensuring quality service delivery. The role works closely with the Head of Program Area and Finance and Compliance Area Coordinator to manage client queries, support stakeholder engagement, and uphold effective communication of organizational processes.

Main clients:

External: Children, families, beneficiaries, donors, partners, and the general public

Internal: Projects, Program Area, and National Office teams

Key Performance Areas and Main Responsibilities

• He/she Supports the Head of Program Area by coordinating client-related information and assisting with day-to-day administrative tasks to ensure timely responses and effective decision-making on customer care matters.
• Customer Care and Relationship Management:
• Handle and resolve customer inquiries promptly and professionally from initial contact to resolution.
• Maintain and update customer records accurately in the database to ensure effective service delivery.
• Support the development and use of FAQ guidelines to ensure consistent responses to common customer queries.
• Utilize standardized templates to respond to clients and ensure proper tracking of requests within SOS Children’s Villages Rwanda.
• Information Management and Communication Support:
• Support the dissemination of accurate information to customers and the public regarding services and organizational activities.
• Assist in preparing and sharing communication materials (e.g., booklets, notices, and digital content) to enhance customer awareness.
• Work closely with the Head of Program Area and Communication for Development Specialist to ensure all customer-facing communication aligns with the organization’s brand and messaging.

Required key skill set.

Must understand the following:

• The different roles of the SOS staff team members, in working together for best interest of the children and donors.
• Excellent communications skills.

Preferred personal attributes:

• Passionate about childcare and development
• Punctuality and assiduity
• Knowledge of child rights and child development issues
• Good standards of conduct and ethics as well as integrity, appropriate judgment, independence and confidentiality
• Personal organization and planning skills; ability to organize and prioritize
• Capable of a rigorous analytical approach and result oriented.
• Ability to place details in a wider context (understanding the broader context).
• Flexible, resilient and able to manage stress.
• Team spirit

Formal qualifications:

• Bachelor’s degree in administrative sciences, Human Resource Management and Business Administration or any other related field of study
• At least 2years of relevant professional record and customer service experience.
• Good knowledge and working experience of labor laws.
• Ability to multi-task, prioritize and pay attention to detail.
• Excellent analytical skills, communication skills with good interpersonal skills

Skills & Competencies:

• Maintains accurate records, document control, and well-organized filing systems for easy retrieval.
• Ensures accurate data entry, updates, and database integrity.
• Provides professional and efficient customer service support.
• Handles confidential information with strict discretion and compliance.
• Demonstrates strong organization, prioritization, and time management skills.
• Communicates effectively in English and Kinyarwanda with diverse stakeholders.

• He/she Supports the Head of Program Area by coordinating client-related information and assisting with day-to-day administrative tasks to ensure timely responses and effective decision-making on customer care matters.
• Handle and resolve customer inquiries promptly and professionally from initial contact to resolution.
• Maintain and update customer records accurately in the database to ensure effective service delivery.
• Support the development and use of FAQ guidelines to ensure consistent responses to common customer queries.
• Utilize standardized templates to respond to clients and ensure proper tracking of requests within SOS Children’s Villages Rwanda.
• Support the dissemination of accurate information to customers and the public regarding services and organizational activities.
• Assist in preparing and sharing communication materials (e.g., booklets, notices, and digital content) to enhance customer awareness.
• Work closely with the Head of Program Area and Communication for Development Specialist to ensure all customer-facing communication aligns with the organization’s brand and messaging.

• The different roles of the SOS staff team members, in working together for best interest of the children and donors.
• Excellent communications skills.
• Passionate about childcare and development
• Punctuality and assiduity
• Knowledge of child rights and child development issues
• Good standards of conduct and ethics as well as integrity, appropriate judgment, independence and confidentiality
• Personal organization and planning skills; ability to organize and prioritize
• Capable of a rigorous analytical approach and result oriented.
• Ability to place details in a wider context (understanding the broader context).
• Flexible, resilient and able to manage stress.
• Team spirit
• Maintains accurate records, document control, and well-organized filing systems for easy retrieval.
• Ensures accurate data entry, updates, and database integrity.
• Provides professional and efficient customer service support.
• Handles confidential information with strict discretion and compliance.
• Demonstrates strong organization, prioritization, and time management skills.
• Communicates effectively in English and Kinyarwanda with diverse stakeholders.

• Bachelor’s degree in administrative sciences, Human Resource Management and Business Administration or any other related field of study
• At least 2years of relevant professional record and customer service experience.
• Good knowledge and working experience of labor laws.
• Ability to multi-task, prioritize and pay attention to detail.
• Excellent analytical skills, communication skills with good interpersonal skills