Job Description

COMMUNITY CONTACT CENTRE OPERATOR (4 POSITIONS)What we do

Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence.

In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people – helping those who need it most, regardless of who they are and what side of the front line they are on.

We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.

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.

Accountabilities & functional 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

Bachelor`s degree

Professional experience required

• 2 years’ experience in call center environment, with knowledge of call center telephony and technology
• Experience in data management and practical knowledge of MS-Office (particularly Excel)

Desired profile and skills

• Excellent organizational and planning skills
• Good interpersonal and communication skills
• Ability to work independently and/or within a team
• Possessing high level of honesty and integrity, and guided by strong ethical principles
• Strict adherence to reporting deadlines
• Fluency in written and spoken English and Somali language. Fluency in written and spoken English and Somali language, in particular, ability to communicate in Maay and Maxaatiri
• Proficiency in MS Office suite
• Flexibility and willingness to travel within Somalia
• Excellent knowledge of political, social, economic and cultural aspects in Somalia

Skills Required

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