Community Contact Centre Operator

About

The Community Contact Centre Operator contributes to the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. The role records information, follows up feedback and complaints, and provides timely feedback to beneficiaries. This is a national/resident position based in the Somalia Delegation Office in Nairobi, Kenya. Terms of service: Fixed term contract. Duty station: Somalia Delegation Office in Nairobi, Kenya.

How to apply

Apply online through the official advert page on ICRC Careers.

Responsibilities

• Ensures all exchanges with affected people, feedback, complaints, questions and responses are fed into the Community Contact Centre (CCC) system, classified into pre-determined reference categories and is followed up by the relevant department specialists.
• Follows up referred complaints and feedback with the supervisor to ensure a timely and appropriate response to affected people.
• Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities.
• Ensures complaints are resolved and closed within the appropriate timeframe.
• Records the details of each call in the appropriate databases/software.
• Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements.
• Performs thorough cleaning of recorded information to ensure the quality of data in the system.
• Prepares and submits regular reports to the supervisor informing of the progress, observations, highlights challenges and gives recommendations.
• Participates in multi-disciplinary field activities with other departments and collects real-time feedback from community members, when need be.

Qualifications

• Bachelor's degree.
• 2 years’ experience in call center environment, with knowledge of call center telephony and technology.
• Experience in data management and practical knowledge of MS-Office (particularly Excel).
• Excellent organizational and planning skills.
• Good interpersonal and communication skills.
• Ability to work independently and/or within a team.
• Possessing high level of honesty and integrity, and guided by strong ethical principles.
• Strict adherence to reporting deadlines.
• Excellent knowledge of political, social, economic and cultural aspects in Somalia.
• Fluency in written and spoken English and Somali language, particularly in Maay and Maxaatiri.
• Proficiency in MS Office suite.
• Flexibility and willingness to travel within Somalia.