Call Center Technical Assistant - Tripoli

Tripoli

Organization: NRC - Norwegian Refugee Council
Location: Tripoli
Grade: Junior level - Junior
Occupational Groups:
- Administrative support
- Customer services
Closing Date: Closed

Background

The Norwegian Refugee Council is an international, independent, humanitarian, nongovernmental organization that provides assistance to refugees’ and internally displaced people in many countries worldwide including Libya. As a part of its assistance, NRC provides information, counselling and legal assistance (ICLA) services to empower beneficiaries and support them to claim and exercise their rights. NRC beneficiaries include: Refugees, internally displaced people, and members of host community.

NRC’s ICLA program seeks to establish and implement information management systems that will enable improvement of internal management, program/project performance and evidence based decision making. Within this context, the Information Management Officer will implement and support information management systems to support Core Competency project implementation.

Duties and responsibilities

Duties and responsibilities
Roles and Responsibilities

- Ensure adherence with NRC policies, tools, handbooks and guidelines.

- Implement delegated Core Competency project portfolio according to plan of action.
- Prepare and develop status reports as required by management.
- Ensure proper filing of documents.
- Ensure that projects target beneficiaries most in need, and explore and asses new and better ways to assist.
- Promote and share ideas for technical improvement.
- Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.

Specific responsibilities

- Handling of calls in the call center from refugees and asylum seekers including responding to beneficiaries’ inquiries and providing detailed information,
- Referring callers to other partners and services,
- Collaborating and liaising with UNHCR call center colleagues to ensure quality of service provision
- Stays updated regarding internal procedures and guidelines.
- Undertakes day to day data collection and data entry related to the call center activities.
- Carry out related mainstreaming of protection in the call center activities as per the set NRC’s protection mainstreaming guidelines, including identification of cases for protection referrals.
- Ensure that all protection related detected cases are referred to the concerned referral focal point.
- Referring cases to the relevant teams/focal points and follow up.
- Report activities using call center data base, Kobo online activity reporting include trends, challenges and needs.
- Perform other related tasks that will be assigned by line manager

Qualifications

Our Ideal Candidate:

We are seeking a motivated humanitarian professional to join our team. A university graduate in social sciences, social work, political sciences, law, information systems management, client relations or related fields;., with experience in working in a humanitarian/recovery context;
Someone good in dealing with different people in a good manner. Should have excellent verbal communication skills in English and Tigringyan/Amharic/Somali) great customer service skills also are a must.

Personal qualities

We can offer

Additional Information:

Contract Period: until 31 December 2020

Salary/benefits: According to NRC’s salary scale and terms and conditions

Duty Station: Tripoli, Libya

For full position details please click on Job Description

The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee.

We work in crises across more than 30 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights.

NORCAP is a global provider of expertise that contributes to solving challenges in the humanitarian, development and peacebuilding sectors. Our ultimate goal is to strengthen the resilience, and protect the lives, rights and livelihoods of vulnerable people and communities

NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country.

This vacancy is now closed.
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