Overview
Call Centre Assistant required to answer and make calls, share information, gather information, and enter data accurately. The role involves flagging urgent issues and strengthening helpline management processes.
Key Responsibilities
- Call handling, information sharing and information gathering, inputting data accurately and informing supervisor of urgent issues/cases
- Professional-grade call handling ability, displaying sensitivity, neutrality, and patience, and adhering to confidentiality and data protection principles
- Implementation of protection standards as trained and advised
- Daily call handling (inbound and outbound)
- Ensuring quality and accurate data entry - writing clear and concise caller notes in English, ensuring a rapid call handling
- Ensure that all calls are treated with the degree of empathy, respect, dignity, and understanding commensurate with the sensitivity of the call and the vulnerability of the caller
- Dealing with distressing calls professionally
- Capture and relay of accurate and timely information to callers in a professional manner
- Liaise with supervisors and other operators to provide relevant information to callers when needed
- Attend briefings, meetings, training, quality assurance performance improvement sessions called by supervisors
- Flag information gaps to supervisor
- Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action
Required Experience
With Secondary education, a minimum of four years of relevant experience in the humanitarian context. Experience working in a call centre or other related field handling customer enquiries. Experience in data sets, and linked applications is required. Desired: Experience in working with forcibly displaced population. Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways. Working knowledge of protection issues, communicating with forcibly displaced populations, disaster affected populations, and accountability to affected populations. Experience in google suite applications (docs, sheets, slides) is highly desirable.
Qualifications
Required: Secondary school (or equivalent) with 4 years of relevant experience OR Bachelor’s degree (or equivalent) in any discipline with 0 years of relevant experience is required. Desired: A university degree preferably in information management, information technology, statistics, or any other related fields.
