About the Role
The International Committee of the Red Cross (ICRC) is seeking a dedicated and empathetic Community Contact Center (CCC) Operator to join our team in Nigeria. In this vital role, you will help increase our accountability to the persons we serve by engaging with callers, recording feedback, and providing crucial information about our humanitarian programs.
Key Responsibilities- Respond to incoming calls to understand caller concerns, addressing them immediately or referring them to the appropriate specialists and departments.
- Proactively call persons affected by conflict and violence in Nigeria to assess their level of satisfaction and perceptions regarding ICRC activities.
- Accurately record, track, and maintain details of every interaction within the designated database and software.
- Follow up promptly on complaints, ensure timely feedback to affected populations, and monitor referred cases for action.
- Contribute to the compilation of statistics and regular contact center reports to identify trends, flag issues, and propose service improvements.
- Maintain a comprehensive understanding of ICRC activities across Nigeria by reviewing briefings, SOPs, and participating in team sessions.
- University Degree in a relevant field of study.
- Minimum of 2 years of professional experience in a similar customer service, call center, or humanitarian role.
- Proficiency in English, Kanuri, and Hausa; knowledge of Shuwa Arab, Pidgin, or Fulfulde is an advantage.
- Strong understanding of humanitarian issues, current events in Nigeria, and the importance of data confidentiality.
- Familiarity with online dashboards and technology for humanitarian organizations is desirable.
- Strong organizational, planning skills, and the ability to thrive under pressure while motivated by humanitarian work.
Working with the ICRC offers a meaningful career within the world's largest humanitarian network. You will have the opportunity to make a direct, positive impact on vulnerable populations affected by armed conflict and emergencies, while growing professionally within a diverse, collaborative, and globally respected organization.