Duties & Responsibilities

Verification Assessment

Conduct phone interviews with beneficiaries of ICRC assistance programs to verify their contact details and confirm assistance received

Assess compliance of implementation approaches/processes of the assistance programs with existing relevant ICRC standards and procedures

Collects and documents qualitative and quantitative feedback from beneficiaries for follow-up to help improve ICRC assistance programmes

Ensure accuracy and integrity of data by thoroughly reviewing and cleaning information collected

Provide administrative and operational support to ensure smooth running of the Call Centre function

Disseminates the hotline number to the beneficiaries and encourages them to give feedback on programs

Provides general feedback to the supervisor on survey-related observations/challenges and gives suggestions on improving questionnaire design and beneficiary interviewing approaches

Managing the feedback line 

Receives incoming calls through the ICRC beneficiary toll-free feedback line

Process and record details of the beneficiary, such as name, location, telephone and the corresponding project, where appropriate, to facilitate follow-up

Record and categorize feedback, questions, and complaints into the Community Contact Centre (CCC) system to ensure timely follow-up by relevant focal points or departments

Classifies the information received from beneficiaries into pre-determined reference categories

Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities as advised by the superior

Ensure complaints are resolved and closed within the appropriate timeframe

Certifications / Education required

Diploma in Business Administration, Community Development or equivalent qualifications in a relevant field of study

Professional experience required

Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology