UNHCR, the UN Refugee Agency
Posted Job
about 2 months ago

Call Centre Assistant

This listings application deadline has expired so it is probably out of date

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Duties And Qualifications:

Duties

  • Support in Overseeing the UNHCR Call Centre staff and operations.
  • Ensure Call Centre staff respond to the calls in a kind, helpful, and professional manner.
  • Remain abreast of all information and updates on assistance and services to refugees. Liaise with relevant units ¿ protection, registration, field, mass information, etc. to receive updates, organize briefings for Helpline staff, and ensure information being provided by the Call Centre is accurate and up-to-date.
  • Compile and report on trends emerging from the Call Centre ¿ including concerns, frustrations, and information coming from refugees.
  • Support in generating daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.
  • Observe and listen to Call Centre staff for quality control purposes.
  • Liaise closely with colleagues to ensure the most effective operation of the Call Centre.
  • Utilize UNHCR tools to enable refugees to make appointments at the reception centre, update bio-data, etc.
  • Refer cases to protection colleagues for assistance, as needed.
  • Answer and respond immediately to emergency calls received on the Call Centre, including collecting relevant information and forwarding to the appropriate colleague for assistance.
  • Provide basic counselling to refugees.
  • Make outbound calls to refugees as needed to schedule appointments, collect information, participate in emerging exercises, etc.
  • Provide face to face counselling and information dissemination periodically at the UNHCR reception centre.
  • Compile and enter the statistical data into the protection database.

Perform other related duties as required.

Minimum Qualifications:

  • Education & Professional Work Experience
  • Years of Experience / Degree Level
  • For G4 – 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher
  • Certificates and/or Licenses
  • International Protection
  • (Certificates and Licenses marked with an asterisk* are essential)
  • Relevant Job Experience
  • Minimum 1 year of professional job experience. Ability to work with people from different cultural backgrounds.

Desirable:

  • Work experience with UNHCR is an advantage. Completion of UNHCR’s related learning activities is an advantage.
  • Functional Skills
  • IT-Computer Literacy
  • MS-Drafting, Documentation, Data Presentation
  • CO-Cross-cultural communication
  • (Functional Skills marked with an asterisk* are essential)

Position Competencies

Core Competencies:

  • Accountability
  • Communication
  • Organizational Awareness
  • Teamwork & Collaboration
  • Commitment to Continuous Learning
  • Client & Result Orientation

Cross-Functional Competencies:

  • Analytical Thinking
  • Negotiation and Conflict Resolution
  • Political Awareness
  • Language Requirements
  • Please also note that English mandatory for this Job Opening.

Method of Application

Submit your CV and application on company website:

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