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  • Posted: May 21, 2021
    Deadline: Jun 3, 2021
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  • Church World Service (CWS) was founded in 1946 and is a cooperative ministry of 37 Christian denominations and communions, providing sustainable self-help, development, disaster relief, and refugee assistance around the world. The CWS mission is to eradicate hunger and poverty and to promote peace and justice at the national and international level through c...
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    Call Center Senior Representative

    Primary Purpose

    This position is responsible for ensuring quality of incoming and outgoing calls from and to RSC Africa from refugee applicants in the USRAP to answer inquiries and questions, troubleshoot problems, and provide information under the direction of the Call Center Supervisor, in accordance with the USRAP Guidelines, RSC Africa SOPs and Call Center Quality assurance guidelines.

    Supervision

    This position reports directly to the Call Center Supervisor

    Education

    • Bachelor’s Degree or equivalent is required.

    Experience:

    • Two(2) years of paid work experience is required.
    • 1 year USRAP case processing experience required.
    • Call Center work experience and knowledge preferred.
    • Second language an advantage; Somali, French, Amharic, Kinyarwanda, Kiswahili or Arabic preferred.
    • Working with Interpreters preferred.

    Knowledge/Skills:

    • Strong written and verbal English skills.
    • Demonstrated computer skills, especially Microsoft Word, Excel and Outlook.
    • Strong organizational and time management skills.
    • Strong interpersonal skills

    go to method of application »

    Call Center Specialist

    Primary Purpose:

    The position provides technical and logistical support to the call center team. This involves, identification and hiring of required interpreters, monitoring of incoming and outgoing calls, coordination with IT for any trouble shooting, and running appropriate call reports.

    Supervision:

    The position reports directly to the Call Center Manager and works works closely with the Call Center Supervisor, Call Center Senior Representatives, and Program Management.

    Education

    • Bachelor’s degree or equivalent is required.

    Experience:

    • Five (5) years of work experience required.
    • Work experience in a Call Center technology and functions is required.
    • USRAP work experience preferred.
    • Training, report management, data management,and Standard Operating Procedures (SOP)writing experience is preferred.

    Knowledge/Skills:

    • Strong verbal and written English language skills.
    • Demonstrate strong customer service skills
    • Demonstrated computer skills, especially Microsoft Word, Excel, Outlook, Access.
    • Strong organizational and time management skills.
    • High level of professionalism especially with partners.
    • Meticulous attention to detail.
    • Excellent interpersonal and innovative training skills.
    • Proficiency with online platforms (WebEx, Zoom, MS Teams).

    Method of Application

    Use the link(s) below to apply on company website.

     

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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