Overview
The Call Centre Assistant will support the Call Centre Team by answering and making calls, sharing and gathering information from callers, and flagging urgent issues.
Key Responsibilities
- 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 humanitarian context
- Experience working in a call centre or other related field handling customer enquiries
- Experience in datasets, and linked applications is required
Qualifications
- Required: Secondary education is required
- Desired: A university degree preferably in information management, information technology, statistics, or any other related fields is considered an asset and may replace some of the years of required experience.
