COMMUNITY CONTACT CENTRE OPERATOR

Purpose The Community Contact Centre (CCC) Operator contributes to the implementation of the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. The job holder ensures information is recorded, follow up is made and that beneficiaries are provided with appropriate and timely feedback. This is a national/resident position based in Somalia Delegation Office in Nairobi, Kenya. Accountabilities & functional responsibilities Ensures all exchanges with affected people, feedback, complaints, questions and responses are fed into the Community Contact Centre (CCC) system, classified into pre-determined reference categories and is followed up by the relevant department specialists Follows up referred complaints and feedback with the supervisor to ensure a timely and appropriate response to affected people Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities Ensures complaints are resolved and closed within the appropriate timeframe Records the details of each call in the appropriate databases/software Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements Performs thorough cleaning of recorded information to ensure the quality of data in the system Prepares and submits regular reports to the supervisor informing of the progress, observations, highlights challenges and gives recommendations Participates in multi-disciplinary field activities with other departments and collects real-time feedback from community members, when need be

Certifications / Education required Bachelor`s degree Professional experience required 2 years’ experience in call center environment, with knowledge of call center telephony and technology Experience in data management and practical knowledge of MS-Office (particularly Excel)