Please note that the ICRC is not a UN-system organization.
The International Committee of the Red Cross (ICRC) is an impartial, neutral, and independent organization whose exclusively humanitarian mission is to protect the lives and dignity of victims of armed conflict and other situations of violence and to provide them with assistance. The ICRC is mandated to work in countries affected by armed conflict or other situations of violence. The ICRC is present in over 100 countries and has some 20,000 staff.
In 2014, the ICRC expanded its presence in Ukraine. We have over 900 staff working across the county in various professional fields.
About the job
The ICRC is recruiting a Community Contact Centre Operator (Call Operator) based in its Kyiv office. In close cooperation with the team members and line managers, the Community Contact Centre Operator will mainly be responsible for 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. In particular, the Community Contact Centre Operator, must maintain a good overall understanding of the ICRC’s activities and operations in the delegation, 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 more detailed follow-up.
Start date: as soon as possible
Your Tasks and Responsibilities
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- Receive calls and act as the primary point of contact between caller and the ICRC.
- Distinguish between calls that can be dealt with directly and others that require routing to the appropriate departments/people within the delegation.
- Record the details of each contact with callers/message senders and ensure that the information received is classified into pre-determined reference categories.
- Ensure that callers receive a timely response to their queries.
- Forward exchanges with callers for follow-up when necessary.
- Compile, organize, analyze and disaggregate data for the production of regular reports.
- Implement requests from other departments for surveys, outgoing calls or verification of information.
- Understand that some concerns / issues require confidential and sensitive handling and behaves accordingly.
- Immediately flag to the line manager sensitive complaints or issues.
- Contribute to effective internal communication and information sharing.
- Be available for field missions to become better acquainted with ICRC operations in the delegation, provide support or follow up on specific cases.
- Carrie out other tasks as requested.
What we offer you
- Employment contract according to Ukrainian labor law
- Flexible working arrangements
- Annual paid 20 working days’ vacation
- Competitive salary based on your qualification and experience between 35000 and 50000 UAH
- Medical insurance for employees and family
- Relocation package to the offered duty station
- ICRC Institutional training
- Individual development covered by ICRC
- Foreign language courses
- Convenient office location in the city center
About you
To be successful as a Community Contact Centre Operator in the ICRC, you should possess the following qualifications and experiences and have the following characteristics:
- Ukrainian citizenship or permanent residence permit in Ukraine
- Professional degree or equivalent
- Excellent command of Ukrainian, Russian and good level of English is a must
- Computer proficiency (in particular Microsoft Excel)
- 2 years’ experience as a call operator, preferably in non-profit sector
- Experience in a call centre environment, with knowledge of call centre telephony and technology is an asset
- Experience in data management
- Social worker or related experience a strong asset.
- Clear and effective communication capacity, ability to demonstrate empathy and positive attitude.
- Self-motivated with a strong commitment to teamwork and humanitarian principles
- Flexible, enthusiastic, and willing to learn
- Ability to work independently, as well as effectively under supervision
- Confidence in managing projects and staff
- Ability to organize and prioritize multiple tasks
- Ability to work within a diverse team and establish and maintain good working relations in a multi-ethnic, multi-cultural, and multi-disciplinary environment
Interested? Yes? Then apply.
Please submit your CV in English, along with your motivation letter and salary expectations, to the attention of the ICRC People and Culture Team. Please label your CV with your first and last names (First Name LAST NAME).
In addition, please complete the compulsory ICRC questionnaire. The questionnaire is available through the following link: https://forms.office.com/e/APw3dvQMHJ.
(Click on the link or copy the link into your internet browser.)
Your application will be considered only once you have completed the ICRC questionnaire and uploaded your CV in English.
Application deadline: 17 September 2023
Only candidates meeting the abovementioned criteria will be considered and contacted for tests and/or interviews. No inquiries by phone, please. Due to the urgency of the position, the ICRC reserves the right to recruit a candidate who matches the required profile before the above deadline.
ICRC is Equal Opportunity Employer giving the highest priority to staff safety and security.
Qualified female and male candidates are encouraged to apply for the position.