Community Contact Centre Operator

About the role

The Community Contact Centre (CCC) Operator contributes to the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. The job holder records the information, follows up and provides beneficiaries with appropriate and timely feedback. This is a national/resident position based in the Somalia Delegation Office in Nairobi, Kenya.

Key responsibilities

• Ensure all exchanges with affected people, feedback, complaints, questions and responses are entered into the CCC system, classified into pre-determined reference categories and followed up by the relevant department specialists.
• Follow up referred complaints and feedback with the supervisor to ensure a timely and appropriate response.
• Provide beneficiaries with accurate answers to general questions about ICRC or its projects.
• Ensure complaints are resolved and closed within the appropriate timeframe.
• Record the details of each call in the appropriate databases or software.
• Take part in statistics and regular CCC reporting by flagging issues and proposing improvements.
• Clean recorded information to ensure data quality.
• Prepare and submit regular reports to the supervisor on progress, observations, challenges and recommendations.
• Take part in multi-disciplinary field activities and collect real-time feedback from community members when needed.

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, particularly Maay and Maxaatiri.
• Excellent knowledge of political, social, economic and cultural aspects in Somalia.
• Willingness to travel within Somalia.

Required skills

• Proficiency in the MS Office suite.
• Organizational and planning skills, good interpersonal and communication skills.
• Ability to work independently and within a team, with honesty, integrity and strict adherence to reporting deadlines.

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.