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Hotline Operator

Posted 2 months ago by GIZ
Location Duhok Job Type Permanent
Salary Sector Operations
Responsibilities
▪ operation of the Community Feedback and response Hotline at the Cash for Work Programme according to SOPs and management advice.
▪ ensuring good communication and flow of information within the Community Feedback and Response Unit.
▪ improvement of processes at the Community Feedback and response Unit.
In this context, the position holder fulfils the following tasks:
Tasks
1. Hotline works and services
▪ answers call to the Community Feedback and response Hotline.
▪ records and maintains information in provided system.
▪ takes the receiving information accurately.
▪ responds to and taking calls from potential customers in a timely, efficient and courteous manner.
▪ forwards calls to the Hotline Agents/Officer
▪ maintains the Call-Back-List.
▪ regular Hotline Duty: Conducts Hotline calls, records, translates, and files of cases information in provided systems according to SOPs.
2. General Tasks
▪ assists in conducting awareness raising activities in the project implementation sites, translating from English to Kurdish languages, Arabic, Assyrian, according to own language knowledge.
▪ supports the team in the preparation of logistics for awareness campaigns.
▪ Writes report on these activities as advised.
▪ facilitates Kurdish-English and Arabic-English communication.
▪ Participates and facilitates regular Community Feedback and Response meetings for the exchange of experiences.
▪ regularly takes minutes at team meetings.
▪ helps in creating and maintaining a filing system for the office or project, treats information
confidentially.
▪ updates the filing system daily with incoming and outgoing correspondence.
▪ assists in the field visits and source interviews.
▪ assists in the compiling of reports of the CFRU.
▪ contributes in the development of the CFR Mechanism.
▪ prints, photocopies and scans documents as needed.
▪ facilitates Kurdish-English and Arabic-English communication.
3. Other duties/additional tasks
▪ assists the CFRU management team in further tasks as required by the unit.
▪ any other unit related task as maybe assigned by the Head of Unit or the head of program of GIZ CfW.
Required qualifications, competencies
Qualifications
▪ Bachelor degree in Social Sciences, Law, Psychology or English
Professional experience
▪ Working experience within the German governmental institutions of development cooperation.
▪ Working experience in the field of refugee and IDP aid work or education.
Additional competencies
▪ Good working knowledge of ICT (related software, phone, fax, email, the internet) and computer applications (e.g. MS Office)
▪ Very good understanding of local and cultural context
▪ Very good communicational skills.
▪ Sensitivity for the confidential nature of the work
▪ Very good knowledge of English and Kurdish, Arabic; knowledge of Assyrian/German is asset.
▪ Willingness to upskill as required by the tasks to be performed – corresponding measures are agreed with management

 

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