Community Contact Center Operator

About the role

The Community Contact Center (CCC) Operator works under the supervision of the CCC Supervisor to enhance ICRC’s accountability to the people it serves across Nigeria. The role involves handling inbound calls, conducting outbound outreach, and providing information about ICRC programmes.

Key responsibilities

• Answer incoming calls, understand caller concerns and decide on immediate resolution or referral.
• Make outbound calls to persons affected by conflict to assess satisfaction and perceptions of ICRC services.
• Accurately record call details in the designated database or software.
• Follow up promptly on complaints and provide timely feedback to affected populations.
• Track referrals to other departments and ensure timely action.
• Compile statistics and regular reports, highlighting trends and proposing improvements.
• Maintain up‑to‑date knowledge of ICRC activities in Nigeria through briefings and SOPs.
• Perform any other duties related to accountability to affected persons.

Required profile

• Entry‑level candidate with up to two years of relevant experience.
• Ability to work under supervision in a call‑center environment.
• Strong communication skills in English.
• Commitment to humanitarian principles and confidentiality.

Required skills

What we offer

• Opportunity to contribute to humanitarian assistance in Nigeria.
• Professional development within an international organization.