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Purpose
The Call Centre Assistant is responsible for receiving and documenting calls, concerns, complaints, feedback, and information requests, and ensuring timely referral and escalation through approved procedures and referral pathways.
The role supports effective communication with callers while maintaining confidentiality, professionalism, neutrality, and compliance with established organisational and UNHCR protocols, standards, and operating procedures.
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Key Responsibilities
Call Handling & Communication
- Receive incoming calls through designated communication channels.
- Respond professionally, respectfully, and impartially to callers.
- Provide accurate information using approved guidance, scripts, procedures, and information resources.
- Communicate effectively with callers in Dari, Pashto, Urdu, and other relevant languages, as applicable.
- Ensure all callers are treated with dignity, respect, and professionalism.
Complaints, Feedback & Information Requests
- Receive concerns, complaints, feedback, requests for information, and service-related inquiries.
- Accurately record information received through calls using approved tools and systems.
- Ensure information provided by callers is documented completely and accurately.
- Support callers in understanding available services, procedures, and communication channels within approved guidance.
- Maintain neutrality and avoid providing advice or commitments outside approved procedures.
Referrals & Escalation
- Refer concerns, complaints, requests, and protection-related issues through approved referral pathways and established procedures.
- Immediately escalate urgent, sensitive, safeguarding, protection, or security-related concerns in accordance with approved protocols.
- Recognise and appropriately refer protection, safeguarding, GBV, child protection, fraud, misconduct, and other sensitive concerns.
- Avoid collecting unnecessary sensitive information beyond what is required for documentation, referral, and escalation purposes.
- Follow all referral, escalation, and communication SOPs at all times.
Compliance with UNHCR Procedures & Protocols
- Follow approved UNHCR and organisational SOPs, referral pathways, communication protocols, and call handling procedures.
- Ensure concerns, complaints, feedback, and information requests are handled in accordance with approved guidance and established escalation mechanisms.
- Support implementation of Accountability to Affected Populations (AAP), confidentiality, safeguarding, data protection, and complaint handling requirements during all interactions.
- Ensure adherence to AAP principles, including accessibility, responsiveness, confidentiality, respectful communication, and appropriate feedback handling.
- Ensure complaints, feedback, and requests are handled fairly, objectively, and without bias.
- Maintain neutrality, professionalism, impartiality, and respect while communicating with callers.
- Immediately escalate urgent protection, safeguarding, security, fraud, misconduct, or other sensitive concerns through approved reporting channels and procedures.
Documentation & Reporting
- Maintain accurate call logs, complaint records, referral records, and communication documentation.
- Prepare daily, weekly, and monthly updates and reports, as required by technical supervisor.
- Ensure proper filing and management of records in accordance with organisational procedures.
- Maintain accurate records of referrals, actions taken, and follow-up requirements.
Confidentiality, Safeguarding & Professional Conduct
- Maintain strict confidentiality of all information received through communication channels.
- Handle sensitive information with professionalism, discretion, and respect.
- Adhere to safeguarding, PSEAH, confidentiality, data protection, and accountability requirements.
- Apply the principles of Do No Harm (DNH), confidentiality, impartiality, and respect in all interactions with callers.
- Ensure interactions are conducted in a respectful, non-discriminatory, and survivor-centred manner, where applicable.
- Respect diversity and ensure equal access to information and services regardless of gender, age, disability, ethnicity, religion, nationality, or legal status.
- Maintain a professional and service-oriented approach during all interactions.
- Ensure compliance with organisational policies, procedures, and code of conduct requirements.
Other Duties
Perform any other duties related to call handling, documentation, referrals, complaints management support, communication functions, and accountability mechanisms as assigned by the Supervisor or relevant management.
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Qualifications & Experience
- Preferably Bachelor’s degree in Social Sciences, Development Studies or a related field.
- Previous experience in call centres, customer service, helpdesks, community engagement, complaints handling, communication support, or related roles is an asset.
- Fluency in Dari and/or Pashto is required.
- Ability to communicate effectively in Urdu.
- Knowledge of English is desirable.
- Familiarity with complaint handling mechanisms, referral pathways, call centre operations, or customer service functions is an asset.
- Understanding of humanitarian principles, accountability mechanisms, safeguarding, confidentiality, and referral pathways is desirable.
- Good listening, communication, interpersonal, and documentation skills.
- Ability to handle sensitive information professionally and maintain confidentiality at all times.
- Basic computer skills, including MS Office and data entry, are desirable.
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