The International Committee of the Red Cross (ICRC) is an impartial, neutral and independent organisation whose exclusively humanitarian mission is to protect the lives and dignity of victims of armed conflict and other situations of violence and to provide them with assistance.
We are recruiting to fill the position of:
Job Title: Community Contact Centre (CCC) Operator
Location: Abuja
Job Description
Under the supervision of the CCC Supervisor, the Community Contact Centre (CCC) aims to increase ICRC’s Accountability to the persons we serve.
The CCC receive questions, complaints and comments from callers from around Nigeria in connection with their humanitarian needs and ICRC activities.
The Contact Centre will also share information on ICRC programs and criteria for eligibility with callers, at times pro-actively and will occasionally also carry out small surveys on behalf of the ICRC.
Main Duties and Responsibilities
Calls proactively community members to gauge perception and satisfaction level of ICRC activities and services
Responds to calls to understand the concerns of the caller and decide on whether the concerns can be addressed immediately or require referral to other departments.
Give calls to persons affected by the conflict and violence in Nigeria to gauge their level of satisfaction and perception over ICRC activities and services
Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly.
Immediately flags to the Community Contact Centre supervisor calls or issues involving Code of Conduct violations or requiring the involvement of the Delegation Management.
Records the details of each call in the appropriate databases / software.
Immediate follow up of complains and immediate feedback to the Affected Population
Follows up on cases referred to other departments to ensure timely follow up and action.
Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements.
Is available for field missions to become better acquainted with ICRC operations in Nigeria, follow up on specific cases and thematic, and, on occasion, participate in monitoring activities for ongoing projects when requested.
Education and Experience Required
University Degree from any reputable institution of learning
Experience in call centre operation an asset
Minimum 2 years of professional experience in a similar position
Good understanding and knowledge of humanitarian issues and current events in Nigeria
Proficient knowledge and skills in project cycle management
Experience using online dashboards for data analysis and prior experience working with technology for humanitarian organizations is desirable
Desired Profile and Skills:
Must be proficient in English, Hausa and Kanuri.
Knowledge in Shuwa Arab, Pidgin, Fulfulde or Tiv an asset.
Deep understanding of significance of transparency and accountability agenda in remote operations in a highly volatile context
Understanding on importance of knowledge management and confidentiality
Good organizational and planning skills
Communication skills and the aptitude to handle competing messages and priorities
Sensitive to cultural, gender, religious and other social issues.
Application Closing Date
12th November, 2021
How to Apply
Interested and qualified candidates should send their CV, Cover Letter and NYSC Certificate to: [email protected] using “ABJ202100222 CCC Operator ABJ” as the subject of their application.
Note
Applications intended for this role without this subject will not be treated
In the body of the mail, please indicate the following in the format as seen:
Qualification(s)
Current location
Languages you speak
Years of relevant experience
Late application will not be considered
Only short-listed candidates will be contacted.
Equal opportunities shall be provided to all employees and applicants for employment based on their demonstrated ability and competence without discrimination based on race, colour, religion, sex, nationality, status, disability etc. However, ICRC will not request for any monetary payments from applicants at any stage of the recruitment process.
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