Job Description

Title:  Community Contact Centre Operator

Location:  Mogadishu (MOG)

Job Family:  Management

Contract Type:  Fixed term contract

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The Community Contact Centre (CCC) Operator contributes to the implementation of the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. The job holder ensures information is recorded, follow up is made and that beneficiaries are provided with appropriate and timely feedback.

This is a national/resident position based in Mogadishu, Somalia.

Duties & Responsibilities

• Manages the beneficiaries’ feedback system by receiving calls, recording call details, categorizing information and providing feedback to beneficiaries in a timely manner
• Ensures all exchanges with affected people, feedback, complaints, questions and responses are fed into the Community Contact Centre (CCC) system, classified into pre-determined reference categories and is followed-up by the relevant department specialists
• Follows up referred complaints and feedback with the supervisor to ensure a timely and appropriate response to affected people
• Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities
• Ensures complaints are resolved and closed within the appropriate timeframe
• Records the details of each call in the appropriate databases/software
• Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements
• Performs thorough cleaning of recorded information to ensure the quality of data in the system
• Prepares and submits regular reports to the supervisor informing of the progress, observations, highlights challenges and gives recommendations
• Participates in multi-disciplinary field activities with other departments and collects real-time feedback from community members

Experiences and Qualifications

Certifications / Education required

• Diploma in Business Administration, Community Development or equivalent qualifications in a relevant field of study

Professional experience required

• Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology

Desired profile and skills

• Excellent organizational and planning skills
• Good interpersonal and communication skills
• Ability to work independently and/or within a team
• Fluency in written and spoken English and Somali language
• Experience in data management and practical knowledge of MS-Office (particularly Excel)
• Possessing high level of honesty and integrity, and guided by strong ethical principles
• Strict adherence to reporting deadlines

Language

• English
• Somali

Our values

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

What we offer

• Challenging job opportunity within a dynamic work environment in an international humanitarian organization
• Training and development opportunities
• Competitive salary with benefits, based on the ICRC Compensation and Benefits framework

Skills Required

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