Call Centre Assistant (Risk Management Unit)
2025-07-07T06:50:39+00:00
International Committee of the Red Cross (ICRC)
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https://www.icrc.org/en
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Nonprofit, and NGO
Admin & Office
2025-07-20T17:00:00+00:00
Kenya
8
Call Centre Assistant (Risk Management Unit) at International Committee of the Red Cross (ICRC
Duties & 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
Professional experience required
- Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology
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
Diploma in Business Administration, Community Development or equivalent qualifications in a relevant field of study Professional experience required Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology
JOB-686b6e3fce817
Vacancy title:
Call Centre Assistant (Risk Management Unit)
[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Admin & Office]
Jobs at:
International Committee of the Red Cross (ICRC)
Deadline of this Job:
Sunday, July 20 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Monday, July 7 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Call Centre Assistant (Risk Management Unit) at International Committee of the Red Cross (ICRC
Duties & 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
Professional experience required
- Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology
Work Hours: 8
Experience in Months: 24
Level of Education: associate degree
Job application procedure
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