Call Centre Assistant (Risk Management Unit) at International Committee of the Red Cross (ICRC)

Duties & Responsibilities

Verification Assessment

• Conduct phone interviews with beneficiaries of ICRC assistance programs to verify their contact details and confirm assistance received
• Assess compliance of implementation approaches/processes of the assistance programs with existing relevant ICRC standards and procedures
• Collects and documents qualitative and quantitative feedback from beneficiaries for follow-up to help improve ICRC assistance programmes
• Ensure accuracy and integrity of data by thoroughly reviewing and cleaning information collected
• Provide administrative and operational support to ensure smooth running of the Call Centre function
• Disseminates the hotline number to the beneficiaries and encourages them to give feedback on programs
• Provides general feedback to the supervisor on survey-related observations/challenges and gives suggestions on improving questionnaire design and beneficiary interviewing approaches

Managing the feedback line 

• Receives incoming calls through the ICRC beneficiary toll-free feedback line
• Process and record details of the beneficiary, such as name, location, telephone and the corresponding project, where appropriate, to facilitate follow-up
• Record and categorize feedback, questions, and complaints into the Community Contact Centre (CCC) system to ensure timely follow-up by relevant focal points or departments
• Classifies the information received from beneficiaries into pre-determined reference categories
• Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities as advised by the superior
• Ensure complaints are resolved and closed within the appropriate timeframe

Certifications / Education required

• Diploma in Business Administration, Community Development or equivalent qualifications in a relevant field of study

Professional experience required

• Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology