Community Contact Centre Operator/Kurdish Badini Speaker - IQ Talent Marketplace

Objective

The Community Contact Centre Operator is the primary point of contact between a caller and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. In particular, the Contact Centre Operator, must maintain a good overall understanding of the ICRC’s activities and operations in Iraq, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require more detailed follow-up.

Main duties and responsibilities

• Respond to calls, enquiries, and comments. Confidentiality is required when dealing with the caller information.
• Understand the concerns/ issues of the caller and decide on whether to be addressed or required close follow up or referrals.
• Data Collection for each call in the appropriate databases / software.
• Determines eligibility according to the listed requirements.
• Follow up on cases referred to other departments to ensure timely follow-up.
• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
• Be available for field missions to become better acquainted with ICRC operations in Iraq.
• Participate in monitoring activities for ongoing projects.

Education and Professional Experience required

• University Degree or equivalent.
• 1 to 2 years of experience as a social worker or relevant field.
• Personal commitment, efficiency, flexibility and results driven.
• Fluent command of English is required and Native speaker or fluency of Arabic.
• Fluency in Kurdish Badini language is a must.
• Computer proficiency Including Microsoft Office Suit.

How to Apply:

All qualified and interested candidates are invited to send their application to [email protected] and write in the subject line “Surname, First name/ Position Name”.

The application should contain a:

1. Current Curriculum Vitae (CV) indicating email and phone contacts.
2. Cover Letter stating why you think you have the necessary skills and qualifications for this position and your salary expectations; and
3. Minimum of (2) two professional references.

Please note that:

• Applications will only be accepted for Iraqi nationals.
• The successful candidate will undergo a three month-probation period.

Female candidates are strongly encouraged to apply.

NB: Should you not have received a response from the ICRC within one month of submission of your application, please consider your application unsuccessful.

No Fee:

The ICRC does not charge a fee at any stage of the recruitment process including application, interview, meeting or processing.