Community Contact Centre Operator

CONTEXT

The Beirut delegation is opening a Community Contact Centre as part of efforts to improve access to the ICRC for affected populations in Lebanon. The Contact Centre will receive questions, complaints, and comments from callers from around Lebanon in connection with their humanitarian needs and ICRC activities. The Contact Centre will also share information on ICRC programs and criteria for eligibility with callers, at times pro-actively and will occasionally also carry out small surveys on behalf of the ICRC.

PURPOSE

The 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 Lebanon, 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 followup.

RELATIONSHIPS

Works with colleagues in the Contact Centre and relevant counterparts in operational departments and field structures to transmit and collect information.

ACCOUNTABILITIES AND RESPONSIBILITIES

Acquires and maintains an understanding of the ICRC’s activities around Lebanon by reading briefing materials, participating in regular briefing sessions, and by taking initiative to enquire and learn with the relevant departments.

Responds to calls in order to understand the concerns of the caller and decide on whether the concerns can be addressed immediately or require referral to other departments.

Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly.

Immediately flags to the Contact Centre supervisor calls or issues involving Code of Conduct violations or requiring the involvement of the Delegation Management.

Records the details of each call in the appropriate databases / software.

Follows up on cases referred to other departments to ensure timely followup.

Participates in the formulation of statistics and regular Contact Centre reporting by flagging issues and proposing improvements.

Is available for field missions to become better acquainted with ICRC operations in Lebanon, follow up on specific cases and thematics, and, on occasion, participate in monitoring activities for ongoing projects.

GENERAL DUTIES

Understands and adheres to the seven Fundamental Principles of the International Red Cross and Red Crescent Movement

Understands the roles of the components of the International Red Cross and Red Crescent Movement

Represents the ICRC in a professional manner at all times

Develops and maintains a pleasant and conducive working environment with colleagues and line managers

Performs all duties with the highest level of confidentiality in the interest of the employees and the ICRC