Community Contact Center (CCC) Operator

your role

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

We are looking for a Communication Officer who will perform the tasks of the Community Contact Center Operator. The Community Contact Center Operator is the primary point in establishing a fruitful contact between a caller and the ICRC, providing callers with the best possible response in terms of detailed information and ensuring them that the ICRC understands and, when appropriate, can be responsive to their needs.

Your Responsibilities

As the Community Contact Center Operator, you are 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, your role as the CCC Operator is to maintain a good overall understanding of the ICRC's activities and operations in the delegation. You feel a sense of ownership in responding to callers' queries, and you can distinguish between calls that can be addressed directly and others that will require more detailed follow-up.

• You respond to calls to understand the caller's concerns and provide a detailed and comprehensive reply treating each caller politely and respectfully.
• You decide whether the concerns can be addressed immediately or require referral to other departments providing all necessary support to the caller until the request is resolved. 
• You understand that some concerns/issues require confidential and sensitive treatment and behave accordingly.
• You record the details of each call in the relevant tool timely and accurately and follow up on cases referred to other departments to ensure a feedback mechanism.
• You provide regular briefings to sub-delegation management on main trends (eg the number of callers, main issues raised, and challenges faced by affected people), ensuring the cooperation ongoing with operational departments in view of improving transversely.
• You contribute to effective internal communication and information sharing and participate in formulating statistics and regular Community Contact Center reporting.
• You are open and available for field missions to become better acquainted with ICRC field operations in the delegation, to follow up on specific cases and thematic, and, on occasion, participate in monitoring activities for ongoing projects.
• You carry out other communication-related tasks as requested and perform receptionist tasks like welcoming visitors, providing them with information and directing them to the appropriate staff member/department.

The tasks and responsibilities defined above are not exhaustive and can evolve depending on organizational needs.

Your Profile

To be successful as a CCC Operator, you possess the following qualifications and experience and have the following characteristics:

• You have a university degree or professional qualification in business administration, communications, public relations or another relevant field.
• You bring about 4 years of work experience.
• Your communication skills are excellent, including empathic active listening and, persuasive speaking, non-conflict interaction with people. 
• You are fluent in written and spoken English and Ukrainian. Knowledge of Russian language is an asset. 
• Your computer skills are excellent – you are at ease with technology and bring a good knowledge of MS Office, especially advanced Excel skills. 
• You possess a strong sense of ethics, including the ability to handle confidential information appropriately.
• You can create a good working relationship in an international environment. Having previous experience in hotlines is an asset, and so is the knowledge of the ICRC and Red Cross and Red Crescent Movement.
• You bring good interpersonal skills, cultural awareness and commitment to delivering a beneficiary-centred approach.   

We expect you to have the ability to work with different groups, partners and nationalities. You are self-motivated with a strong commitment to teamwork and humanitarian principles. You have a welcoming attitude and politeness, and you carry yourself with confidence and self-control. You are flexible, enthusiastic, and willing to learn from others, at ease working independently and in a team set-up. You feel confident in managing different tasks and coordinating with various partners and counterparts. You have the proven ability to organize and prioritize multiple tasks and cope with competing demands under tight deadlines.

What's Our Offer?

• A unique and rewarding opportunity to work in a fast-paced environment in the humanitarian sector.
• A competitive salary and benefits based on the ICRC Compensation and Benefits framework.
• Training and development opportunities to strengthen and grow within the organization and your professional field. 
• An opportunity to develop and strengthen the quality of the services provided to our beneficiaries. 
• A 3-month fixed-term contract with the possibility of extension.

Interested?

Yes? Then apply! Please send us an e-mail at:      Відправити резюме

 Your application should be submitted by   May 22, 2022 , and contains the following:

• Please use the following subject line for your e-mail message:       COM_LVI_202204  Family Name, First Name
• A cover/motivation letter (in English) setting out briefly your motivation and suitability for the position. The ICRC will pay special attention to it while shortlisting the applicants.
• A complete and up-to-date CV 
• The contact details of three professional referees and your salary expectations. 

 Due to the urgency of the position, the ICRC reserves the right to recruit a candidate who matches the required profile before the above deadline and only short-listed candidates will be contacted. We encourage all qualified candidates to apply, irrespective of ethnicity, race, gender, disability or age, as part of the recruitment policy of the ICRC.