Call Center operator/agent – Catholic Relief Services – CRS

About CRS: “Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. Our Catholic identity is at the heart of our mission and operations. We welcome as a part of our staff and as partner’s people of all faiths and secular traditions who share our values and our commitment to serving those in need.”

In Ethiopia, CRS has a long and rich history of providing emergency relief and development assistance to the people of Ethiopia since 1958. At present, CRS/Ethiopia implements multiple projects through different partner organizations. CRS/Ethiopia has a highly diverse portfolio currently focusing on community-based food and livelihood security through activities in agriculture, health, peacebuilding, WASH, emergency relief, and savings and lending. CRS is active in nearly all regions of Ethiopia: Tigray, Amhara, Oromia, Southern Nations, Nationalities, and Peoples’ Region (SNNPR), Somali, Benishangul Gumuz, Afar, and Dire Dawa Regions.

CRS strictly adheres to its Policy on Protection of Children and Vulnerable Adults among its staff, consultants, volunteers, and affiliates. CRS is an equal opportunity, affirmative action employer: women, minorities and people with disabilities are encouraged to apply.

As part of the CRS family, you will join the more than 5000 strong and vibrant individuals working globally to accomplish the mission of CRS. CRS/Ethiopia invites you, the qualified candidate, to apply for the following position;

Position Title:               Call Center operator/agent

Duty Station:                CRS/Addis Ababa Office

Employment Term:     Definite Period for 6 month

Reports To:                   Senior project office -Accountability

Required no:                Two ( 1 Affan oromo speaker & and 1 Tigrigna speaker)

Application Deadline:  October 18, 2021

Job Summary:

As a member of CRS Ethiopia, MEAL team, you will be in charge of serving clients who are making a call to Catholic Relief Services/Ethiopia (CRS/Ethiopia) call center to seek information/feedback and report a complaint related to the CRS/Ethiopia programing and staff conduct, and overall program operation.  As a call agent, you will register feedback, communicate records on time, , and support effective and efficient call center operation as part of the Catholic Relief Services (CRS) mission of serving the poor and vulnerable.

Job Responsibilities:

• Manage all calls coming from clients in effective, professional and caring manner
• Serve as the first contact person for clients/program participants who are calling to the call center
• Take inbound telephone calls, greeting callers in a warm, friendly manner; identify the nature of the query (sensitive or insensitive- internal or external) deal with queries, transfer, or direct clients as appropriate or inform them when to expect response.
• Listen actively the caller’s questions and inquiries, question appropriately for clarity of client interest and need, and provide feedback to the need of caller as appropriate on a timely manner
• Segregate feedbacks as sensitive and non-sensitive, internal or external and carefully record the quires on the system for future reference.
• Providing individualized customer service at high-standard professional level
• Work as a team in the call center unit and with staff to better serve the clients through providing right information
• Develop and maintain a friendly conversation with caller and keep the client’s information confidential
• Fill out all the required information of the call into the designated platform.
• Keep hardware of the call center in a careful manner with stewardship
• Support the MEAL team in facilitating the data entry process in to the data management platform for all  feedback and complaints received through other CP level FRM channels
• Documenting each case in the case registration form on daily basis or within 24 business hours of receipt.
• Assist project staff in communicating responses to the persons of concern when requested.
• Forward sensitive cases to the CR/designated senior staff for urgent action/follow-up.
• Regularly record and review feedback and complaints received at the center in logbook and data management platform/database (you-track).
• Organize and share updated summary report from the call center in daily, weekly, and monthly basis.
• Answering questions based on FAQ Project sheet when possible.
• Workout on the duties related to FRM data collection and cleaning as assigned from a supervisor.
• Handle all other related assignments from MEAL and Safeguarding Units

Typical Background, Experience & Requirements:

Education and Experience

·         BA/college diploma in social science or natural science

·         2 years relevant experience for BA or 4 years relevant experience for college diploma

·         Experience working in call centers especially with NGOs.

·         Experience with typing/word processing, data entry into online databases and forms, and working with various hotline office equipment (computer, microphone, headphone, etc.)

·         Experience in MS Office package (Excel, Word, PowerPoint, Visio) and information management systems. Proficient in Word.

Personal Skills

·         Good time management skills with ability to work on multiple tasks

·         Strong customer service orientation with good communication and interpersonal skills

·         Proactive, resourceful, solutions-oriented and results-oriented

 Required/Desired Foreign and local Language

·         English speaking and writing skill

·         Amharic, Affan Oromo, Tigrigna

Travel Required (10% )Key Working Relationships:

Agency-wide Competencies (for all CRS Staff):

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

•             Trusting Relationships

•             Professional Growth

•             Partnership

•             Accountability