UNHCR Call Centre Assistant Jobs 2021 – Zambia NGO Jobs. UNHCR Zambia programme looking for “Call Centre Assistant”. Applicants with a High School Diploma; or Bachelor or equivalent or higher Field(s) of Education may apply on or before 10 December 2021.
The United Nations High Commissioner for Refugees is a UN agency mandated to aid and protect refugees, forcibly displaced communities, and stateless people, and to assist in their voluntary repatriation, local integration or resettlement to a third country.
UNHCR Call Centre Assistant Jobs 2021
The UNHCR has published a job vacancy announcement on 29 November 2021 for qualified Zambiaese to fill in the vacant post of Call Centre Assistant to be based in Lusaka, Zambia.
| Recruiter | UNHCR – United Nations High Commissioner for Refugees |
| Position | Call Centre Assistant |
| Location | Lusaka, Zambia |
| Country | Zambia |
| Total Vacant Post | 01 |
| Qualification | High School Diploma; or Bachelor or equivalent or higher Field(s) of Education |
| Experience Required | Minimum one years |
| Application Deadline | 10 December 2021 |
UNHCR Job Vacancy 2021
Job Purpose: Interested staff members should consult the Administrative Instruction on Recruitment and Assignment of Locally Recruited Staff (RALS, UNHCR/AI/2020/1/Rev.2). If you have questions regarding your eligibility, you may also contact the HR Unit. In line with the RALS, the below category of candidates are eligible to apply for internally/externally advertised vacancies.
Duties :
- Support in Overseeing the UNHCR Call Centre staff and operations.
- Ensure Call Centre staff respond to the calls in a kind, helpful, and professional manner.
- Remain abreast of all information and updates on assistance and services to refugees. Liaise with relevant units ¿ protection, registration, field, mass information, etc. to receive updates, organize briefings for Helpline staff, and ensure information being provided by the Call Centre is accurate and up-to-date.
- Compile and report on trends emerging from the Call Centre ¿ including concerns, frustrations, and information coming from refugees.
- Support in generating daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.
- Observe and listen to Call Centre staff for quality control purposes.
- Liaise closely with colleagues to ensure the most effective operation of the Call Centre.
- Utilize UNHCR tools to enable refugees to make appointments at the reception centre, update bio-data, etc.
- Refer cases to protection colleagues for assistance, as needed.
- Answer and respond immediately to emergency calls received on the Call Centre, including collecting relevant information and forwarding to the appropriate colleague for assistance.
- Provide basic counselling to refugees.
- Make outbound calls to refugees as needed to schedule appointments, collect information, participate in emerging exercises, etc.
- Provide face to face counselling and information dissemination periodically at the UNHCR reception centre.
- Compile and enter the statistical data into the protection database.
- Perform other related duties as required.
Core Competencies :
- Accountability
- Communication
- Organizational Awareness
- Teamwork & Collaboration
- Commitment to Continuous Learning
- Client & Result Orientation
Cross-Functional Competencies :
- Analytical Thinking
- Negotiation and Conflict Resolution
- Political Awareness
Qualification:
- Essential: High School Diploma; or Bachelor or equivalent or higher Field(s) of Education.
- Desirable: Minimum 1 year of professional job experience. Ability to work with people from different cultural backgrounds.
Other Details
- Contract Type: Full Time
- Language Requirements : English is mandatory for this Job Opening
- Grade: Administrative Services and Support – Generally no need for Higher Education – Administrative support
- Hardship Level : B
- Selection Process: Interview
- Salary: negotiable
- Application Process: Online
How to Apply UNHCR Call Centre Assistant Jobs 2021
Note: Before you apply, please download (link is given below) the full advertisement and read it carefully.
Interested Candidates May Apply Online through using this Link.
The closing date: 10 December 2021
Only shortlisted candidates will be contacted for interviews.
| Particulars | Details Link |
| Job Advertisement | Download |
| Apply Online | Link |
| Official Website | www.unhcr.org |
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