Overview
The Community Contact Centre Officer is the primary point of contact between callers and the ICRC, responsible for understanding and responding to caller needs while maintaining a positive impression of the organization.
Key Responsibilities
- Receive calls and act as the primary point of contact between callers and the ICRC
- Conduct frontline communications, handle inquiries, and process incoming data fluidly across English, Ukrainian, and Russian
- Distinguish between queries that can be dealt with directly and others that require routing
- Record the details of each contact with callers/message senders and classify information
- Ensure callers receive a timely response and forward exchanges for follow-up when necessary
- Compile, organize, analyze, and disaggregate data for regular reports
- Implement requests from other departments for surveys, outgoing calls, or verification of information
- Contribute to effective internal communication and information sharing
- Carry out other tasks as requested
Required Experience
- Two years of experience as a call operator or relevant positions requiring engagement with affected people with different kinds of vulnerabilities
- Experience in the non-profit sector is an asset
- Experience in data collection and management is an asset
- Social worker or related experience is a strong asset
Qualifications
• Professional degree or equivalent
