Community Contact Centre Operators at International Committee of the Red Cross (ICRC)

About the Job

• The Community Contact Centre (CCC) Operator contributes to the implementation of the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. S/he ensures information is recorded, follow up is made and that beneficiaries are provided with appropriate and timely feedback.
• This is a national/resident position based in Nairobi, Kenya.

Duties and Responsibilities

• Manages the beneficiaries’ feedback system by receiving calls, recording call details, categorizing information, and providing feedback to beneficiaries in a timely manner.
• 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.
• Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities.
• Ensure 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 quality of data in the system.
• Prepares and submits regular reports to the supervisor informing of the progress, observations, highlights challenges and gives recommendations.

Minimum qualifications and required competencies

• Diploma in Business Administration, Social Sciences, Community Development, or equivalent qualifications in a relevant field of study.
• Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology.
• Excellent planning, interpersonal and communication skills.
• Ability to work independently and/or within a team.
• Fluency in written and spoken English and Somali language.
• Experience in data management and practical knowledge of MS-Office (especially Excel).
• Possessing a strong degree of honesty and integrity, and a solid sense of ethics including the ability to appropriately handle confidential information.
• Strict adherence to reporting deadlines.