Overview
The Call Centre Assistant – Complaints and Feedback Mechanism (CFM) will assist in the implementation of CFM by receiving and recording complaints, feedback, and requests from beneficiaries, and maintaining accurate records.
Key Responsibilities
- Receive and respond to complaints, feedback, and requests from beneficiaries through CFM channels.
- Support the day-to-day operation of CFM channels.
- Record complaints and feedback in the official system.
- Apply established procedures for classification, referral, and follow-up of complaints.
- Provide feedback to complainants and update complaint records.
- Maintain confidentiality when handling complaints and related information.
- Contribute to CFM data reporting and basic analysis.
- Perform other relevant duties as may be assigned.
Required Experience
- Two years of relevant professional experience with a Bachelor's degree in Social Sciences, Communication, Management, Psychology, Social Work, Community Development, or a related field; or four years of relevant professional experience with a High School diploma.
- Relevant experience in a call center, CFM, customer service, or similar role involving handling requests or grievances.
- Experience in collecting, recording, and tracking sensitive data using monitoring tools (Excel or databases).
- Experience in a humanitarian or migration context or within the United Nations system is an asset.
Qualifications
- Bachelor’s degree in Social Sciences, Communication, Management, Psychology, Social Work, Community Development, or a related field from an accredited academic institution; or High School diploma.
- Training or certification in complaints management, AAP, protection, or customer service is an advantage.
