Responds to callers using pre-determined answers obtained from specialists
Filters concerns that can be addressed immediately and those that require escalation
Flags sensitive complaints to the line manager
Records the details of each contact in the CCC system
Ensures all exchanges with affected people are input into the system
Follows up on referred complaints with the supervisor
Compiles data from the CCC system to produce regular reports
Participates in dissemination campaigns to encourage feedback on ICRC programs
May participate in remote surveys or data collection exercises

First degree or Diploma in Business Administration, Social Sciences, Community Development, or relevant field
Minimum of 2 years work experience in a similar field of activity
Fluent in Amharic and Afan Oromo and Somali
Fluent in English, with ability to translate from local languages to English in writing
Experience in call centre environment
Knowledge of call centre telephony and technology
Experience in data management and practical knowledge of MS-Office
Attention to detail and organization of work
Clear and effective Communication, with high quality of empathy, patience, and positive attitude
Additional local and international language is a plus.

Community Contact Center – Feedback Officer

Key skills