About CRS

Catholic Relief Services (CRS) works to save, protect, and transform lives in need in over 100 countries globally, irrespective of race, religion or nationality through relief and development programs. CRS’ programs include emergency response, disaster mitigation and recovery, health, agriculture, education, microfinance, and peacebuilding among others. For nearly 60 years, CRS has taken the lead in responding to disasters affecting the poor and vulnerable communities in Ethiopia. CRS’ disaster mitigation and recovery interventions in conflict, drought and flood prone areas in the country have restored household and community assets through humanitarian assistance including food, agriculture, health, nutrition, WASH, and peacebuilding projects. 

Job Title:                        Field Officer I - Call Center Operator/Back Call

Band:                              V

Required number:        One

Department:                 Programming

Employment Term:      Definite (i.e., up to March 31, 2024)

Reports To:                    Senior Project Officer Accountability

Country/Location:       CRS Ethiopia/Addis Ababa

Job Summary:

As a member of CRS Ethiopia, MEAL team, you will ensure the response of feedback and complaints comes through the hotline for the clients who are making a call to Catholic Relief Services/Ethiopia (CRS/Ethiopia) call center to seek information/feedback and report complaint related to the CRS/Ethiopia programming and staff conduct, and overall program operation.  As a back call agent, you will ensure that every register feedback and complaints are communicate and respond on time, and support effective and efficient call center operation as part of the Catholic Relief Services (CRS) mission of serving the poor and vulnerable.

Job Responsibilities:

• Manage all outgoing calls to deliver response from program to the client in effective, professional, and caring manner.

• Serve as the first contact person for clients/program participants who are calling to the CRS call center.

• Serve as a call center agent if as needed and support them during busy hours.

• Take inbound telephone calls, greeting callers in a warm, friendly manner; identify the nature of the query (sensitive or insensitive- internal or external)

• Listen actively the caller’s questions and inquiries, question appropriately for clarity of client interest and need, and provide feedback to the need of caller as appropriate on a timely manner.

• Segregate feedbacks as sensitive and non-sensitive, internal, or external and carefully record the quires on the system for future reference.

• Forward sensitive cases to the CR/designated senior staff for urgent action/follow-up.

• Providing individualized customer service at high-standard professional level

• Work as a team in the call center unit and with staff to better serve the clients through providing right information.

• Develop and maintain a friendly conversation with caller and keep the client’s information confidential.

• Fill out all the required information of the call into the designated MIS platform.

• Keep hardware of the call center in a careful manner with stewardship

• Support the MEAL team in facilitating the data entry process into the data management platform for all feedback and complaints received through other CP level FCRM channels.

• Documenting each case in the case registration form on daily basis or within 24 business hours of receipt.

• Assist project staff in communicating responses to the persons of concern when requested.

• Regularly record and review feedback and complaints received at the center in logbook and data management platform/database (you-track). 

• Organize and share updated summary report from the call center in daily, weekly, and monthly basis.

• Answering questions based on FAQ Project sheet when possible.

• Workout on the duties related to FRM data collection and cleaning as assigned from a supervisor.

• Carefully manage sensitive feedback with all the necessary confidentiality as per the SOP

• Alert the management team on the trends for calls from project participants.

• Follow up calls from project participant that received on IVR during weekend and out of working hours.

• Support on preparation and translation of different communication materials for feedback, compliant and response mechanisms.

• Handle all other related assignments from MEAL and Safeguarding Units as assigned by their supervisor.

• Ensured CRS and partner field office staff effectively use the CP hotline system as FCRM channels for their projects with follow-up and conducting outgoing call for the accountability staffs.

• Support the partner staff to capture the feedback and compliant comes through other FCRM channels with COMMCARE based data transmission platform.

• Escalate situations of dissatisfied complainant for the concerned project staff, offering patient assistance and support.

• Re- visit the Voice mail from off working hours and weekend, manage outgoing call for the caller to interview detail information of feedback and compliant.

• Take pro-active approach with strong commitment on keeping feedback and complaint with confidential manner, especially sensitive issues.

Job Requirements

Typical Background, Experience & Requirements:

Education and Experience

• Completion of BA/BSC Degree in related field with 3 years' relevant experience.

• Experience working in call centers especially with NGOs.

• Experience with typing/word processing, data entry into online databases and forms, and working with various hotline office equipment (computer, microphone, headphone, etc.)

• Experience in MS Office package (Excel, Word, PowerPoint, Visio) and information management systems. Proficient in Word.

Personal Skills

• Good time management skills with ability to work on multiple tasks.

• Ability to coach, train, and motivate call agents and evaluate their performance.

• Excellent problem solving, leadership, and customer service skills.

Required/Desired Foreign and local Language.

• English speaking and writing skill.

• In addition, either of or combination of the following languages Amharic, Affaan Oromo, Tigrigna is highly preferred.

Travel Required (20%)

Key Working Relationships:

Supervisory: NA

Internal: Accountability SPO, MEAL unit, Safeguarding unit, DHoP-MPS, DCRs, and program team as required

External:  Program participants requiring hotline assistance (as need arise)

Agency-wide Competencies (for all CRS Staff):

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity

• Continuous Improvement & Innovation

• Builds Relationships

• Develops Talent

• Strategic Mindset

• Accountability & Stewardship

 Disclaimer:  This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

How to Apply

You should fill the application form through this LINK and attach your up-to-date CV on/before the application deadline August 18, 2023.

You will be contacted only if selected for written exam/interview. Phone solicitations will not be accepted. These job opportunities are open to Ethiopian nationals only.

CRS requires its staff to treat all people with dignity and respect and to actively prevent harassment, abuse, exploitation, and human trafficking. 

** Qualified women & persons with disability are highly encouraged to apply**