Call Center Officer

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Overview/Summary: The Call Center Officer is responsible for ensuring high-quality project implementation processes and functions in line with all relevant standards, SOPs, and guidance. The information database will collect, curate, and develop information products on available services, humanitarian/development activities, and other topics relevant to crisis-affected people and communities, and that are necessary for effective operation. This position reports to the Content Development Manager.

This position is open only for Myanmar nationality.

Major Responsibilities:

Case registration, referral, and management

• Interact with crisis-affected people and communities, either in-person or remotely representing project through various feedback channels including telephone, messaging apps, social media, email, and other in-person and remote channels, to understand their questions, concerns, needs, and other types of issues or feedback.
• Accurately and fully register feedback received through various communication channels in the project digital case management system.
• Using relevant SOPs, determine appropriate process steps for registering feedback cases, including answering questions and providing tailored responses to inquiries, opening and closing of cases, flagging for management review, and case referral to participating organizations.
• Follow instructed procedures for handling sensitive cases including allegations of misconduct, sexual exploitation and abuse (SEA), fraud, corruption, and theft in a timely, confidential, and victim-centered manner.
• Review cases actioned by participating organizations for quality and adherence to project standards.
• Ensure timely loop closure for cases, providing final communication to users in line with documented consent and all relevant SOPs.
• Display professional call-handling skills at all times, demonstrating sensitivity, neutrality, patience, and adherence to confidentiality and data protection/privacy principles.
• Apply relevant Personal Data Protection and Data Privacy framework to all aspects of the data flow process, in all interactions with users, and timely report on all data breaches.

Project Operation and Strengthening

• Support processes for qualitative/quantitative trend analysis and reporting.
• Support development and improvement of project operational documents, procedures, and tools to improve operational effectiveness and service quality.
• Proactively identify and report to the Manager for improvement of project, including but not limited to the accuracy and quality of information shared with users, technical platform issues, improvements to data intake form, procedures of how to manage difficult cases and users.
• Proactively seek guidance from Manager as required.
• Participate in regular training to enhance performance.
• Perform any other job-related tasks assigned by the supervisor.

Key Working Relationships:

Position Reports to: Content Development Manager

Position directly supervises: N/A

Job Requirements:

Education:

• University degree in Business Administration, Social Sciences, information management with special focus on client/customer services management or other related functional areas, is required.

Experience:

• Minimum of 2-4 years’ experience in client/customer service functions or social work.
• Work experience with a UN agency or internation organization, or applied knowledge of the humanitarian, development and/or peace building architecture would be an asset.

Knowledge & Skills

• Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to transmit clear messages (required).

• An understanding of the subtlety of language and an ability to apply communication guidelines in written responses.
• A typing speed of 30 words per minute.
• Strong computer proficiency and well acquainted with basic software tools - can navigate autonomously in Windows, Android, Skype, Microsoft Suite and Google docs.
• An understanding of the power and importance of accurate information and the ability to exercise strong judgement in ensuring all answers are accurate.
• Knowledge of social media platforms, especially Facebook, and cultural use of these platforms.
• Knowledge of Core Humanitarian standards, accountability and community; engagement practices and methodologies in the humanitarian sector (desired).
• Ability to follow procedures and instructions and multi-task in a professional manager while meeting targets in a high-pressure environment (desired).
• Capacity and attitude to learn quickly (desired).

Language Skills:

• English: Professional working proficiency (both written and verbal communication).
• Burmese: Proficiency (both written and verbal communication).
• Others: Proficiency in other ethnic languages is preferable.

Professional Standards: All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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