Community Contact Centre Operator

CONTEXT

The ICRC’s Community Contact Centre (CCC) receives questions, complaints, and comments from callers from around Lebanon in connection with their humanitarian needs and ICRC activities. The CCC also shares 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 Community Contact and Feedback Operator is the primary point of contact between affected people and the ICRC. This front-line role is important in leaving affected people 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 affected people, and be able to distinguish between calls that can be addressed directly and others that will require to be routed to the appropriate departments and/or to the delegation management. S/he must also be able to understand and implement ad hoc requests from departments for specific surveys or verifications.

CERTIFICATIONS / EDUCATION REQUIRED

Diploma in Business Administration, Social Sciences, Community Development or relevant field.

Minimum of 2 years work experience in a similar field of activity within a busy environment, preferably in a humanitarian or non-profit organization.

Experience in call center environment, with knowledge of call center telephony and technology is an asset.

Experience communicating with vulnerable communities is a plus.

Experience in data management and practical knowledge of MS-Office (in particular Excel). CRM experience is a plus.

Ability to adapt to technology and IT tools

Attention to details and organization of work.

Clear and effective communication, with high quality of empathy, patience and positive attitude.

Teamwork and collaboration

Strong ability to work under pressure.

Personal commitment, efficiency, flexibility and drive for results

Fluency in written and spoken Arabic, English, French is an asset.

Good knowledge of political, social, economic and cultural aspects in Lebanon.

ACCOUNTABILITIES AND RESPONSIBILITIES

Responds to callers using pre-determined answers obtained from specialists in departments and filters the concerns that can be addressed immediately or require referral to other departments.

Treats all concerns / issues in a confidential and sensitive manner and behave accordingly

Immediately flags to the contact center supervisor sensitive complaints or issues involving Code of Conduct violations or requiring the involvement of the Delegation Management

Records the details of each contact with callers in CCC (Community Contact Centre) system and ensures information received from affected people is classified into pre-determined reference categories

Ensures all exchanges with affected people (feedback, complaints, questions and responses) are fed into the system and followed-up by relevant department specialists

Follows up referred complaints and feedback with the supervisor to ensure a timely response to affected people

Compiles, cleans analyses and disaggregates data from CCC system to produce regular complaints and feedback reports

Participates in dissemination campaigns to encourage affected people to give feedback on ICRC programs

May be asked upon request from ICRC departments to call pre-defined samples of people for verification or monitoring purposes (e.g. validity of registered telephone numbers, validity of registered profiles, confirmation of receipt of relevant assistance)

May be asked upon from ICRC departments to conduct a survey or to call other stakeholders (suppliers, National Society members…), and compile collected data accordingly.