Catholic Relief Services (CRS) is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, health, agriculture, education, microfinance, and peacebuilding.

As a CRS Ethiopia Hotline Response Agent, you will serve as the primary point of contact for project participants calling to seek information, provide feedback, or report complaints. You will ensure timely recording, communication, and follow-up of all feedback and complaints, supporting the efficient operation of the call center in line with CRS’s mission to serve the poor and vulnerable with professionalism and empathy.

Duties and Responsibilities

• Manage incoming and outgoing calls, documenting feedback, complaints, and inquiries using the standard data management system.

• Classify and escalate feedback based on sensitivity and type, ensuring timely referral of sensitive cases to the country representative and designated senior management staff.

• Provide accurate, respectful, and confidential communication to project participants, ensuring responses are aligned with program procedures and FAQs.

•  Maintain a strong feedback loop by sharing client input with program teams and communicating updates or actions taken back to project participants.

• Support the MEL team with data entry and cleaning related to feedback collected via the hotline and other FCRM channels.

• Regularly update the complaint log and YouTrack platform; assist in preparing summary reports (daily, weekly, monthly).

• Collaborate with call center and field teams to ensure accurate information sharing and proper use of the hotline system.

• Review voicemails received during off-hours and follow up as needed to collect complete feedback details based on the standard Comcare form.

•  Support in translating communication materials and support partners in using the Comcare system for capturing and transmitting feedback.

• Notify supervisors of recurring issues or trends in calls and contribute to continuous improvement of the feedback system.

• Ensure responsible use of equipment, use all equipment appropriately, report issues promptly, and follow organizational guidelines to prevent misuse.

• Uphold confidentiality and dignity in all interactions and data handling, in accordance with safeguarding and protection protocols. 

• Take on additional tasks related to safe and dignified programming and MEL units, as assigned by the supervisor. 

Job Requirements

Education and Experience

• Bachelor’s degree (BA/BSc) in a social or natural science field with 3 years of relevant experience.

• Experience working in call centers, particularly within NGOs.

• Proficient in typing, word processing, and data entry into online databases and forms; experience with various hotline office equipment (e.g., computer, microphone, headphones).

• Skilled in using MS Office applications (Excel, Word, PowerPoint, Visio) and information management systems, with strong proficiency in Word.

Personal Skills

• Demonstrates the ability to handle sensitive cases with confidentiality, empathy, and professionalism in line with safeguarding standards.

• Strong time management skills with the ability to handle multiple tasks simultaneously.

• Ability to multitask, adapt to dynamic situations, and demonstrate patience and empathy when addressing customer concerns.

• Excellent problem-solving, communication, and customer service skills.

Required/Desired Language:

• English and Amharic speaking and writing skill.

• Fluency in Afar’Aff language is required

Travel Required: 20%

How To Apply

Interested and qualified applicants are encouraged to apply through THIS LINK