Business Support Assistant: CFM Intake Operator, SC4, (2 positions)
Overview
The Business Support Assistant will support WFP's priorities by providing channels for affected people to express concerns, lodge complaints, ask questions, and provide feedback on humanitarian assistance.
Key Responsibilities
- Man the WFP tollfree hotline for eight hours a day from 08:00hours to 17:00hours Monday to Friday in local languages (Ndebele and Shona).
- Use the WFP tollfree number exclusively for the intended purpose.
- Keep the handset and simcard and any hotline information in a safe and secure place.
- Be courteous when receiving calls and assure person giving feedback that their information will be treated in strict confidence.
- Seek the caller’s consent first before recording their personal identification information.
- Document all feedback using the agreed templates, capturing specific details.
- Categorise all calls based on priority and escalate severe issues within 24 hours.
- Update status of all cases in the database.
- Maintain daily log sheets on call statistics.
- Prepare a reporting brief at the end of each month and highlight trends/issues.
- Undertake other duties as agreed with the head of the Research, Assessment and Monitoring Unit.
Required Experience
Minimum four years relevant experience with additional years of related work experience and/or training/courses. Experience in customer service, call centre operations, beneficiary services, programme support, or complaint management. Experience working with databases, case management systems, or information management platforms. Previous experience in humanitarian or development organizations is an advantage.
Qualifications
Completion of secondary school education. A post-secondary social sciences certificate in the related functional area is desirable.