Community Contact Centre Operators at

4 weeks ago

Nairobi, Nairobi Area, Kenya International Committee of the Red Cross (ICRC) Full time

Established in 1863, the ICRC operates worldwide, helping people affected by conflict and armed violence and promoting the laws that protect victims of war.

An independent and neutral organization, its mandate stems essentially from the Geneva Conventions of 1949. We are based in Geneva, Switzerland, and employ some 14,500 people in more than 80 countries

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.

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