INVITATION TO BID FOR CONSULTANCY

Save the Children International (SCI) Somalia program hereby invites interested consultants to bid for the consultancy assignment detailed below

Title of Consultancy Customer Relations Training

SCI Contracting Office Save the Children Nairobi Office

Period of Consultancy 5 days including: 3 days of training and 2 days of traveling

Consultant type required Indicate type of consultant required: Firm

Responsibility for Logistics Save the children will provide logistic support for the consultant, this

arrangements and Costs will cover Ticket, accommodation, security, VISA and other local movement costs. The consultant should provide his/her daily rate fee in the cover letter.

Taxation Provisions Consultant shall be responsible for all Taxes arising from the

consultancy in line with the local Tax regulations applicable at the

SCI contracting office named above

Travel requirements The consultant will be travelling to Hargeisa as this is the training

location.

Security requirements Consultant will comply with standard Save the Children Security procedures, including the completion of online security training prior to travel to Somalia

Qualification and Experience Work experience as a Customer Service Trainer or similar role

Experience in sales or customer service positions is a plus

Knowledge of Learning Management Software (LMS)

Familiarity with interactive learning activities

Excellent communication and presentation skills

BSc degree in Education, Human Resources or relevant field

Additional certification in training is a plus

Evaluation Criteria The Consultant will be assessed based on his/her relevant

qualifications and experience, have done similar assignments, provide prove of previous work done on Customer Care/Front Office trainings, availability / flexibility and daily rate fee provided.

Application Procedure Interested consultants should submit their applications via email to

[Somalia.procurement@savethechildren.org].

The applications should be submitted in PDF format as one document comprising Technical and Financial sections as detailed below.

a) Technical proposal – including but not limited to:

Consultants understanding of the assignment and context

Approach to the assignment

Methodology

Tools

Deliverables

Work plan

Key staff bio data

b) Financial proposal – providing a breakdown of all charges related to the assignment.

Applicants should also indicate the date they are available to start

working on the consultancy

All applications MUST be submitted on or before the closing date

below to be considered for the assignment.

Closing date for Applications Interested consultants shall submit their applications through the email address provided above on or before 27 October 2019,11.59 pm EAT

Shortlisted candidates will be requested for an interview.

Terms of Reference (ToR) Complete ToR with details appended below attached herewith as

Annex 1.

Purpose of the consultancy,

Introduction of the project,

Background of the consultancy,

Objectives of the consultancy,

Proposed methodology and approach,

Key deliverables / outputs

Activity timelines

ANNEX 1: Consultancy Terms of Reference

Customer Relations Training for Somalia

Background

Good Customer Relations has for a long time been misunderstood to be necessary for external clients only. Little or no focus is given to internal clients who make up the majority of team effort in achieving Save the Children vision and mission. Customers are therefore both internal and external parties of SCI. The administration team is the first face of SCI and the go-to when clarification is sought, information is to be shared etc.

It’s no longer possible to push customer service to the side and expect customers to be happy. People are more connected than ever, and that means they’re constantly sharing their experiences, including particularly bad support interactions. These days it’s important to focus on developing a strong customer service department with well-trained, dedicated agents who have the tools they need to do the job well. Providing top-notch support is directly related to customer retention and loyalty, as well as increasing overall customer satisfaction.

Considering that, it’s crucial to realize another factor: customer service training is how you make it all work. Hiring the right people is excellent, but it’s not the only step. It’s the first step to a long journey of being the best. No matter how talented an individual is, there will always be more to learn and skills to develop. Training for customer support includes understanding on how to work on a team together and the best ways to work with your particular set of customers. We therefore need to ensure that our administration staff continuously improve the professionalism that is required when dealing with both internal and external clients.

Objective:

Specific Roles and Responsibilities of the Customer Relations Trainer(s):

• Develop digital and print educational material (e.g. videos and manuals)
• Organize classroom-style seminars about product features and sales techniques
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Identify individual and team skills gaps
• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases) Assess the impact of each educational course on staff performance and client satisfaction

Timeframe:

The period for this assignment is 5 days including: 3 days training and 2 days’ travel.

Outputs:

1. Higher employee motivation & engagement
2. Improved customer service skills
3. Increased customer satisfaction and overall employee retention
4. Develop a training report

Qualifications: (Training/education/experience)

Work experience as a Customer Service Trainer or similar role Experience in sales or customer service positions is a plus

Knowledge of Learning Management Software (LMS) Familiarity with interactive learning activities

Excellent communication and presentation skills

BSc degree in Education, Human Resources or relevant field Additional certification in training is a plus

Evaluation Criteria

The Consultant will be assessed based on his/her relevant qualifications and experience, have done similar assignments, provide prove of previous work done on Customer Relations trainings, availability / flexibility and daily rate fee provided.

Please send your detailed CV, cover letter, Daily rate, and sample report of previous similar trainings to the email provided below before or on 27 September 2019, 11.59 pm EAT to the email below:

somalia.procurement@savethechildren.org

Applicants should also indicate the date they are available to start working on the consultancy All applications MUST be submitted on or before the closing date below to be considered for the assignment.

CHILD SAFEGUARDING POLICY:

Any employee, consultant, contractor or the supplier undertaking an activity on behalf of SCI must sign the Child Safeguarding – Declaration of Acceptance Form] and comply with the SCI’s Child Safeguarding Policy which is a statement of SCI’s commitment to preventing abuse and protecting children with whom it comes into contact.

This extends not only to children with whom SCI and its partners work directly, but also includes children whom staff are responsible for. SCI believes that the situation of children must be improved through the promotion of their rights supported and demonstrated by all members of staff.

CODE OF CONDUCT

Because Save the Children’s work is based on deeply held values and principles, it is essential that our commitment to children’s rights and humanitarian principles is supported and demonstrated by all members of staff. Save the Children’s Code of Conduct sets out the standards which all staff members must adhere to.

Declaration of commitment:

I …………… understand and agree to undertake my responsibility in accordance with the above listed

accountabilities/activities and also abide the terms and conditions of the contract

Signature: ……………….

Date: ………………

Date of issue: 20 September 2019

Author: SCI