Purpose
The Call Centre Assistant plays a key role in ICRC’s beneficiary
engagement processes. This position involves calling beneficiaries to conduct
pre- and post-distribution monitoring calls, verifying beneficiary information,
and collecting feedback on program implementation. This role supports data
quality, accountability, and the continual improvement of ICRC’s assistance
programs.
The role also 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 Nairobi, Kenya.
Key Responsibilities
Verification Assessment
- Conduct
phone interviews with beneficiaries of ICRC assistance programs to verify
their contact details and confirm assistance received
- Assess
compliance of implementation approaches/processes of the assistance
programs with existing relevant ICRC standards and procedures
- Collects
and documents qualitative and quantitative feedback from beneficiaries for
follow-up to help improve ICRC assistance programmes
- Ensure
accuracy and integrity of data by thoroughly reviewing and cleaning
information collected
- Provide
administrative and operational support to ensure smooth running of the
Call Centre function
- Disseminates
the hotline number to the beneficiaries and encourages them to give
feedback on programs
- Provides
general feedback to the supervisor on survey-related
observations/challenges and gives suggestions on improving questionnaire
design and beneficiary interviewing approaches
Managing the feedback
line
- Receives
incoming calls through the ICRC beneficiary toll-free feedback line
- Process
and record details of the beneficiary, such as name, location, telephone
and the corresponding project, where appropriate, to facilitate follow-up
- Record
and categorize feedback, questions, and complaints into the Community
Contact Centre (CCC) system to ensure timely follow-up by relevant focal
points or departments
- Classifies
the information received from beneficiaries into pre-determined reference
categories
- Provides
beneficiaries with appropriate answers to general questions on ICRC or
familiar projects/activities as advised by the superior
- Ensure
complaints are resolved and closed within the appropriate timeframe
Certifications /
Education Required
- Diploma
in Business Administration, Community Development or equivalent
qualifications in a relevant field of study
Qualifications
- Minimum
of 2 years’ experience in call center environment, with knowledge of call
center telephony and technology
Desired Profile and
Skills
- Excellent
planning, interpersonal and communication skills
- Ability
to work independently and/or within a team
- Fluency
in written and spoken English and Somali language
- Experience
in data management and practical knowledge of MS-Office (particularly
Excel)
- Possessing
high level of honesty and integrity, and guided by strong ethical
principles
- Strict
adherence to reporting deadlines
How to Apply
