Community Contact Center & Feedback Officer

What we do

Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence.

In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people – helping those who need it most, regardless of who they are and what side of the front line they are on.

We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.

Purpose

The Community Contact Center Operator is the primary point of contact between a caller and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. S/he must maintain a good overall understanding of the ICRC’s activities and operations in Ethiopia, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require to be routed to the appropriate departments and/or to the delegation management. S/he must also be able to understand and implement ad hoc requests from departments for specific surveys or verifications.

Relationships

• • Internally, interacts with other operators and relevant counterparts in operational departments a/o support departments as well as field leaders to transmit and collect information.
  • Externally, interacts with people concerned with ICRC programs, receiving a/o giving information appropriately
  • Other ad hoc external interactions upon request

Accountabilities & functional responsibilities

• Responds to callers using pre-determined answers obtained from specialists in departments and filter the concerns that can be addressed immediately and those that require to be escalated;
• Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly;
• Immediately flags to the line manager sensitive complaints or issues involving Code of Conduct violations or requiring the involvement of the Delegation Management;
• Records the details of each contact with callers in CCC (Community Contact Centre) system and ensures information received from affected people is classified into pre-determined reference categories;
• Ensures all exchanges with affected people (feedback, complaints, questions and responses) are fed into the system and follow-up by relevant department specialists initiated through the line manager;
• Follows-up referred complaints and feedback with the supervisor to ensure a timely response to affected people;
• Compiles, cleans analyses and disaggregates data from CCC system to produce regular complaints and feedback reports;
• May participate in dissemination campaigns in field locations to encourage affected people to give feedback on ICRC programs;
• May be asked to participate to remote surveys (e.g. monitoring activity) or other data collection exercises (e.g. verification exercise) or to call other stakeholders (suppliers, National Society members…) and compile data accordingly;
• Depending on the context, may be granted access to ICRC databases such as Prot 6, in order to perform any necessary searches and provide up-to-date information to callers.

ADDITIONAL DUTIES

• Acquires and maintains an understanding of the ICRC’s activities around Ethiopia by reading briefing materials, participating in regular briefing sessions, being available for field missions and by taking initiative to enquire and learn with the relevant departments.
• Acquires and maintains a good understanding of the AAP framework and the ICRC’s Code of Conduct policies
• Participates in the efficiency of the CCC by flagging issues and proposing improvements.
• Represents the ICRC in an appropriate way during activities, in meetings and in the field, and avoids any activity that may reflect negatively on the ICRC’s image.

 

Education and Professional experience required

• 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 within a busy environment, preferably in the non-profit sector
• Fluent in Amharic and Afan Oromo and Somali.
• Preferably should also have the capability to speak other languages of ICRC intervention areas, such as Afari, Sidama, Anuak, Nuer.
• Fluent in English, with ability to translate from the local languages mentioned above to English in writing.
• Experience in call centre environment, with knowledge of call centre telephony and technology, is an asset
• Experience in data management and practical knowledge of MS-Office (in particular Excel).
• Ability to adapt to technology and IT tools.
• Attention to detail and organisation of work.
• Clear and effective Communication, with high quality of empathy, patience, and positive attitude.
• Additional local and international language is a plus.

Additional information

• Type of role: National / Resident (Opened to Ethiopian Nationals ONLY)
• Working rate: 100%
• Location: Addis Ababa
• Job level: B1
• Length of assignment: 1 year Fixed term contract with possibility of extension
• Hardship : H1
• Application deadline: 25/6/2026

Our values

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.