Overview
Call Centre Assistant required for answering and making calls, sharing and gathering information, and data entry as part of the UNHCR Humanitarian Helpline Project.
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 humanitarian context
- Experience working in a call centre or other related field handling customer enquiries
- Experience in datasets, and linked applications is required
Qualifications
Secondary education is required
