The Community Contact Center (CCC) Operator is the primary point of contact between a caller and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. S/he must maintain a good overall understanding of the ICRC’s activities and operations in the Philippines, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require to be routed to the appropriate departments and/or to the delegation management. S/he must also be able to understand and implement ad hoc requests from departments for specific surveys or verifications.
MAIN RESPONSIBILITIES
- Operates the Community Contact Centre (CCC) and SMS feedback line of the delegation.
- Responds to callers/texters using pre-determined answers obtained from specialists in departments translated into the preferred language and filter the concerns that can be addressed immediately (simple requests) and those that require to be transferred or escalated (as technical or sensitive requests).
- Understands that some concerns/issues require confidential and sensitive treatment and behaves accordingly.
- Immediately flags to the supervisor (line manager) sensitive complaints or issues involving Code of Conduct violations or requiring the involvement of the Delegation Management.
- Ensures all exchanges with affected people (feedback, complaints, questions and responses) are fed into the CCC tool (e.g. “phone call” or “activity”) and ensures information received from affected people is classified into pre-determined reference categories.
- Ensures that department specialists provide case follow-up in CCC when relevant (technical request).
- Follows up all complaints and feedbacks with the supervisor to ensure a timely response to affected people.
- Compiles, cleans, analyses, and disaggregates data from CCC system and SMS feedback line to produce regular complaints and feedback reports.
REQUIRED PROFILE
- Diploma in Business Administration, Social Sciences, Community Development or relevant field
- Minimum of 2 years work experience in a similar field of activity within a busy environment, preferably in the non-profit sector
- Experience in call centre environment, with knowledge of call centre telephony and technology is an asset
- Experience in data management and practical knowledge of MS-Office (in particular Excel)
- Ability to adapt to technology and IT tools
- Attention to details and organisation of work
- Clear and effective Communication, with high quality of empathy, patience, and positive attitude.
- English, Tagalog, Visayan, with the ability to translate from local languages to English in writing. The ability to understand another local language relevant to ICRC’s operational areas (Maguindanaon, Meranao, Tausug, or Yakan) is an advantage.
How to apply:
*Qualified applicants are requested to submit by email to: man_recruitment@icrc.org until 28 February 2021*.*
1) Resume
2) Cover letter
*Please clearly indicate in the subject line: SURNAME First name – MAN Community Contact Center Operator (Resume & cover letter).*
Contract duration: Fixed Term, 12 months
Contract Start Date: As soon as possible
Applications will be reviewed on an ongoing basis until the position is successfully filled.*
The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.
*Only short-listed candidates will be notified. A valid NBI clearance must be submitted once shortlisted.*
To learn more about the ICRC in the Philippines, please visit our website www.icrc.org/ph and follow us on Facebook www.facebook.com/ICRCph.