PURPOSE

The Community Contact Center Operator is the primary point of contact between a caller and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. S/he must maintain a good overall understanding of the ICRC’s activities and operations in Ethiopia, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require to be routed to the appropriate departments and/or to the delegation management. S/he must also be able to understand and implement ad hoc requests from departments for specific surveys or verifications.

RELATIONSHIPS 

 Internally, interacts with other operators and relevant counterparts in operational departments a/o support departments as well as field leaders to transmit and collect information.

 Externally, interacts with people concerned with ICRC programs, receiving a/o giving information appropriately

 Other ad hoc external interactions upon request

GENERAL DUTIES

 Understands and adheres to the seven Fundamental Principles of the International Red Cross and Red Crescent Movement

 Understands and adheres to the ICRC Code of Conduct

 Understands the roles of the components of the International Red Cross and Red Crescent Movement

 Respects and observes staff regulations and security rules at all times

 Represents the ICRC in a professional manner at all times

 Develops and maintains a pleasant and conducive working environment with colleagues and line managers

 Performs all duties with the highest level of confidentiality in the interest of the employees and the ICRC

 May be asked to perform tasks not covered in this job description and to provide support to other departments when necessary

ACCOUNTABILITIES AND RESPONSIBILITIES

 Responds to callers using pre-determined answers obtained from specialists in departments and filter the concerns that can be addressed immediately and those that require to be escalated

 Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly

 Immediately flags to the supervisor (line manager) sensitive complaints or issues involving Code of Conduct violations or requiring the involvement of the Delegation Management

 Records the details of each contact with callers in CCC (Community Contact Centre) system and ensures information received from affected people is classified into pre-determined reference categories

 Ensures all exchanges with affected people (feedback, complaints, questions and responses) are fed into the system and follow-up by relevant department specialists initiated through the line manager

 Follows up referred complaints and feedback with the supervisor to ensure a timely response to affected people

 Compiles, cleans analyses and disaggregates data from CCC system to produce regular complaints and feedback reports

 Participates in dissemination campaigns to encourage affected people to give feedback on ICRC programs

 May be asked upon request from ICRC departments to call pre-defined samples of people for verification or monitoring purposes (e.g. validity of registered telephone numbers, validity of registered profiles, confirmation of receipt of relevant assistance)

 May be asked upon from ICRC departments to conduct a survey or to call other stakeholders (suppliers, National Society members…), and compile collected data accordingly

ADDITIONAL DUTIES 

 Acquires and maintains an understanding of the ICRC’s activities around Ethiopia by reading briefing materials, participating in regular briefing sessions, being available for field missions and by taking initiative to enquire and learn with the relevant departments.

 Acquires and maintains a good understanding of the AAP framework and the ICRC’s Code of Conduct policies

 Participates in the efficiency of the CCC by flagging issues and proposing improvements.

 Represents the ICRC in an appropriate way during activities, in meetings and in the field, and avoids any activity that may reflect negatively on the ICRC’s image

Job Requirements

EDUCATION AND PROFESSIONAL EXPERIENCE REQUIREMENTS:

§  Diploma in Business Administration, Social Sciences, Community Development or relevant field

§  Minimum of 2 years work experience in a similar field of activity within a busy environment, preferably in non-profit sector

§  Fluent in English, with ability to translate from local languages to English in writing

§  Experience in call center environment, with knowledge of call center telephony and technology is an asset

§  Experience in data management and practical knowledge of MS-Office (in particular Excel)

§  Ability to adapt to technology and IT tools

§  Attention to details and organization of work

§  Clear and effective Communication, with high quality of empathy, patience and positive attitude.

§  Additional local language is a plus.

How to Apply

Register using the following LINK

Note: Women applicants and persons with disabilities are highly encouraged to apply!