Community Contact Centre Operator (4 Positions)

About the role

The Community Contact Centre (CCC) Operator supports the ICRC beneficiary feedback system by receiving calls from beneficiaries asking about specific projects or general ICRC operations. The operator records the calls, follows up and gives beneficiaries timely, accurate feedback. This is a national/resident position based in Mogadishu, Somalia, with four openings.

Key responsibilities

• Receive calls, record call details, categorize information and give beneficiaries timely feedback
• Feed all exchanges, feedback, complaints and questions into the CCC system, classify them and follow up with the relevant department specialists
• Follow up referred complaints and feedback with the supervisor until they are resolved and closed within the right timeframe
• Answer general questions about ICRC or familiar projects and activities
• Record each call in the appropriate databases or software and clean the data to ensure quality
• Take part in statistics and regular CCC reporting, flagging issues and proposing improvements
• Prepare and submit regular reports to the supervisor on progress, observations, challenges and recommendations
• Join multi-disciplinary field activities and collect real-time feedback from community members

Required profile

• Bachelor's degree
• 2 years' experience in a call centre environment, with knowledge of call centre telephony and technology
• Experience in data management and practical knowledge of MS Office (especially Excel)
• Fluency in written and spoken English and Somali; ability to communicate in Maay and Maxaatiri is desired
• Excellent organizational, interpersonal and communication skills, honesty and integrity, strict adherence to reporting deadlines
• Willingness to travel within Somalia and good knowledge of Somalia's political, social, economic and cultural context

Required skills

• Proficiency in the MS Office suite
• Data management

What we offer

• A challenging job in a dynamic work environment within an international humanitarian organization
• Training and development opportunities
• Competitive salary with benefits under the ICRC compensation and benefits framework