Job Description             

Duty Station:                              Tripoli, Libya

Position Title:                             Call center operator

Duration of Appointment:         3 months with the possibility of extension

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Position Purpose: 

We're looking for a competent, hardworking call center operator to join our growing team, the call center operator will be responsible for managing a high volume of inbound and outbound calls, as well as responding to inquiries about humanitarian services and assistance. A quick learner with excellent communication and interpersonal skills is the perfect candidate.

Basic duties and responsibilities:

1. Handle a large volume of inbound and outbound calls in a timely manner and provide accurate, satisfactory answers to queries and concerns with patience and professionalism.
2. Conduct follow-ups, callbacks, and assessment call, upon request.
3. Enter/update new/existing caller data into the CRM system and document all case information according to standard operating procedures.
4. Identify and escalate priority issues involving dissatisfied callers and prepare flash reports when required.
5. Maintain accurate and complete call logs.
6. Attends debrief sessions or training on a regular basis so as to develop expertise and enhance performance levels

Required Qualifications:

1. A minimum high school diploma
2. Good data entry and typing abilities
3. Proficiency in English
4. Proficiency in the use of commonly used phone systems, PC software, Email, and Internet
5. Capable of the basic skill of multitasking and problem-solving skills which require exercising independent case management
6. Understanding of privacy issues and ability to maintain strict beneficiary confidentiality
7. Ability to work with others in a close manner
8. Ability to work with little or no supervision

Preferred if You Have:

1. A higher degree
2. Proficiency in the English language