Job Purpose
The Call Center Staff will play a crucial role in ensuring effective communication between WFP and the communities we serve. Responsibilities include:
Database Management: Collaborate with the beneficiary services team to regularly review and maintain the beneficiary feedback database.
Call Handling: Receive, log, respond to, escalate, and manage incoming calls while providing timely feedback to complainants.
Interdepartmental Coordination: Interact with relevant WFP units, partners, and government agencies to escalate and follow up on complaints.
Data Categorization: Categorize and consolidate information regarding calls received and issues raised.
Standard Minimum Qualifications
Education: A diploma in Community Development, Social Sciences, Data Management, Communications, or a related field.
Experience: At least two years of experience in community engagement, with a minimum of six months in call center operations. Experience with WFP is highly desirable.
Technical Skills: Basic proficiency in spreadsheets and databases; ability to maintain accurate records and perform data analytics.
Key Competencies
Communication Skills: Excellent verbal and written communication skills are essential for effectively interacting with beneficiaries and stakeholders.
Problem-Solving Abilities: Strong analytical skills to categorize issues and propose solutions.
Team Collaboration: Ability to work collaboratively within a diverse team environment.
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