Community Contact Center Operator at the Red Cross (ICRC)

International Committee of the Red Cross (ICRC) | Full-time
Location: Abuja, Nigeria
Job Family: Management
Contract Type: Fixed-term contract
Contract Duration: 4 months – Maternity Cover
Reports to: Community Contact Centre (CCC) Supervisor

The International Committee of the Red Cross (ICRC) is seeking a Community Contact Center Operator to support its accountability to people affected by conflict and violence in Nigeria. The successful candidate will handle calls, respond to questions and complaints, provide information on ICRC activities and refer cases to relevant departments when necessary.

Responsibilities

• Respond to calls and understand the concerns of callers.
• Determine whether concerns can be addressed immediately or require referral.
• Contact people affected by conflict and violence to assess their satisfaction with ICRC activities and services.
• Accurately record and maintain call details in the appropriate database or software.
• Follow up on complaints and provide timely feedback to affected people.
• Follow up on cases referred to other departments.
• Contribute to statistics and regular Community Contact Centre reports.
• Identify trends, highlight issues and suggest improvements.
• Maintain knowledge of ICRC activities and programmes across Nigeria.
• Participate in briefing sessions and follow relevant guidance and SOPs.
• Perform other duties related to accountability to affected people as required.

Requirements

• University degree in a relevant field.
• Minimum of 2 years of professional experience in a similar position.
• Proficiency in English, Kanuri and Hausa.
• Knowledge of Shuwa Arab, Pidgin or Fulfulde is an advantage.
• Good understanding of humanitarian issues and current events in Nigeria.
• Experience using online dashboards for data analysis is desirable.
• Previous experience working with technology in humanitarian organisations is desirable.
• Good understanding of knowledge management and confidentiality.
• Strong organisational and planning skills.
• Strong motivation for humanitarian work.
• Ability to work under pressure.

What ICRC Offers

• Work in a humanitarian and multicultural environment.
• Competitive employment package with medical insurance and ICRC pension plan.
• In-house training opportunities.
• Opportunity to join the ICRC talent pool for future assignments.

How to Apply

Interested and qualified candidates should apply online through the ICRC recruitment portal:

Apply for Community Contact Center (CCC) Operator

Application Closing Date: Not Specified.