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

Job Description

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