Community Contact Center Call Operator(s)

The ICRC is an independent, neutral organization ensuring humanitarian protection and assistance for victims of armed conflict and other situations of violence. It takes action in response to emergencies and at the same time promotes respect for international humanitarian law and its implementation in national law.

The International Committee of the Red Cross (ICRC) is looking for 3 candidates to fill in the following position:

Community Contact Center Call Operator

Place of Employment:              Ramallah     

Contract duration:                     12 months       

               3                        Positions Needed          

Occupation rate:                       100%      

Starting Date:                           As soon as possible            

Grade:                                      B1

Purpose of the Role

Under the close supervision of the Community Call Center Supervisor, CCC Call Operator 1 is the primary point of contact between callers and the ICRC. This frontline role is important in leaving callers with a positive impression of the ICRC and in ensuring that the ICRC understands the callers’ needs and can respond to them appropriately. CCC Operator 1 works at the Community Contact Centre, or on other hotlines managed by the ICRC,to answer questions about its programmes from people affected by armed conflict or other violence, or to proactively call them in order to gauge their views and perception, with a view to improving the assistance and services provided to them by the ICRC.

Main Responsibilities

• Receives calls and ensures the primary point of contact between the caller and ICRC in normal and emergency times.
• Collects data on individual cases and provides relevant details for follow up to the relevant departments.
• Records the details of each contact with callers in Community Contact Center tool or other relevant system.
• Provides regular reports and updates on the activities to the line manager.
• Ensures a timely response/answer to the simple inquiries of callers based on the operational updates received form departments.
• Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly.

جميع الحقوق محفوظة لموقع جوبس.

Job Requirements and Experience

• Diploma degree /Certification in Business Administration, Social Sciences, Community Development or equivalent.
• Minimum 2 years of experience in a similar field of activity.
• Experience in a call-centre environment, with knowledge of call-centre telephony and technology, is an asset.
• Experience in data management and practical knowledge of MS Office (in particular Excel).
• Attention to details and organization of work.
• Clear and effective communication capacity with ability to demonstrate empathy and positive attitude.
• Excellent command of Arabic and good level of English (with ability to translate from local languages in writing).

Interested applicants are invited to submit their CV, education and work certificate (s) plus three references, in English, to [email protected], indicating in the subject line: " CCC Call Operator 1 Ramallah– Application – Your name". by latest June 22nd, 2024.

Relevant applications will be treated, and only shortlisted candidates will be contacted.

“The ICRC values diversity and is committed to create an inclusive working environment. We welcome applications from all qualified candidates.”