Job Title: Call Centre Officer                                       

Location: Lilongwe, Malawi

Reports to: Associate Call Centre Manager                                            

 

Role Overview: The Call Centre Officer is the front-line of interaction with recipients after they have received their transfers. They answer the hotline and resolve recipient’s questions and problems, and call recipients to administer follow up surveys, collecting data for the improvement of the program.

 

Job Description:

Call Centre Officer responsibilities include, but are not limited to, the following duties:

  • Follow up surveys: call recipients to administer surveys over the phone, to collect data used to improve the program and uncover any recipient problems.
  • Hotline calls: answer the phone as recipients call in with questions or concerns, answering their questions and escalating any problems as necessary.
  • Registration problem resolution: call the recipients who have not registered with Airtel money or who have registered with the wrong name(s), and advise them on how to register.
  • Adverse Events Resolution: assist / advise recipients who have reported problems related to the program.
  • A given Call Centre Officer may participate in these activities to varying degrees depending on the organization’s needs.
  • A Call Centre Officer may be rotated through these responsibilities in order to foster professional development and growth.

Required qualifications:

  • The ideal candidate for the GiveDirectly Call Centre Officer job opportunity must hold a Degree/Diploma in a relevant field
  • One to two years' experience working with vulnerable communities
  • Computer and mobile device data entry knowledge and experience with good typing skills
  • Empathy, honesty, and the highest standards of integrity
  • Strong interest in advancing the distinctive values and mission of GiveDirectly
  • Fluency in Chichewa and English and excellent communication skills
  • Patience and good judgment in resolving recipient problems

Incentives

  • Basic Salary of MWK496, 420.62 Gross (before tax)
  • Medical Aid for Staff and 2 dependents

 Applications close on Monday 28th March, 2022

**GD is committed to observing all local, national and international laws that protect children, vulnerable adults, and basic human rights of all. GD is committed to a policy of “zero tolerance for sexual exploitation, abuse, and harassment (SEAH)” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**

 

At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.