Somalia: CALL CENTRE ASSISTANT (2 POSITIONS) MOGADISHU

Call Centre Assistant(s) contribute to the implementation of the ICRC beneficiary feedback system by receiving information over the phone, recording the data, verifying the data and providing detailed reporting. The Assistant also provides general administrative support to the Call Centre.

Your Responsibilities

· Manages the beneficiaries’ feedback phone line by receiving calls, recording details, categorising information and providing feedback to beneficiaries in a timely manner;

· Verifies details by checking validity of telephone numbers and profiles of registered beneficiaries;

· Makes follow ups to ensure beneficiaries have received assistance;

· Respects strictly the ICRC guidelines on implementation procedure for assistance programs;

· Reports to the Supervisor regularly highlighting sensitive issues, giving progress, observations, challenges and recommendations;

· Supervises the call centre clerks and support staff

· Provides general administrative support to the Mogadishu Call Centre operations;

Your Profile

· Diploma in Business Administration, Social Sciences or a relevant field;

· Minimum of 2 years’ work experience in a busy environment;

· Very good knowledge of spoken and written English, SomaliandMaay languages;

· Advanced computer knowledge of Microsoft Suite (particularly Word and Excel);

· Good analytical, organizational and communication skills;

· Excellent customer care skills;

· High level of integrity and confidentiality;

· Good hearing and a clear telephone voice;

· A confident and friendly telephone manner;

· The ability to work quickly and accurately under pressure;

· The ability to deal with difficult phone calls in a calm, patient and professional manner;

· Good knowledge of the political, social and cultural context of Somalia;

We Offer

· A dynamic and challenging work setting in the humanitarian environment;

· Training and development opportunities;

· A monthly gross salary of USD 548 plus secondary benefits based on the ICRC Compensation and Benefits framework.

Apply now by sending your cover letter and CV addressed to the Human Resources Manager, ICRC Somalia Delegation, on the email address sok_hrrec_services@icrc.org. The closing date is 11^th October 2017. Please indicate the position title in the subject line of your email message.

NOTE THAT ONLY EMAILED APPLICATIONS WILL BE CONSIDERED.

Please note that only short-listed candidates will be contacted and canvassing will lead to automatic disqualification. Any enquiries about the position should be addressed tosok_hrrec_services@icrc.org.