Call Centre Assistant (Risk Management Unit)

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The Call Centre Assistant plays a key role in ICRC’s beneficiary engagement processes. This position involves calling beneficiaries to conduct pre- and post-distribution monitoring calls, verifying beneficiary information, and collecting feedback on program implementation. This role supports data quality, accountability, and the continual improvement of ICRC’s assistance programs.
The role also contributes to the implementation of the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. The job holder ensures information is recorded, follow-up is made and that beneficiaries are provided with appropriate and timely feedback.

This is a national/resident position based in Nairobi, Kenya.

Duties & Responsibilities

Verification Assessment

• Conduct phone interviews with beneficiaries of ICRC assistance programs to verify their contact details and confirm assistance received
• Assess compliance of implementation approaches/processes of the assistance programs with existing relevant ICRC standards and procedures
• Collects and documents qualitative and quantitative feedback from beneficiaries for follow-up to help improve ICRC assistance programmes
• Ensure accuracy and integrity of data by thoroughly reviewing and cleaning information collected
• Provide administrative and operational support to ensure smooth running of the Call Centre function
• Disseminates the hotline number to the beneficiaries and encourages them to give feedback on programs
• Provides general feedback to the supervisor on survey-related observations/challenges and gives suggestions on improving questionnaire design and beneficiary interviewing approaches

Managing the feedback line 

• Receives incoming calls through the ICRC beneficiary toll-free feedback line
• Process and record details of the beneficiary, such as name, location, telephone and the corresponding project, where appropriate, to facilitate follow-up
• Record and categorize feedback, questions, and complaints into the Community Contact Centre (CCC) system to ensure timely follow-up by relevant focal points or departments
• Classifies the information received from beneficiaries into pre-determined reference categories
• Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities as advised by the superior
• Ensure complaints are resolved and closed within the appropriate timeframe

Certifications / Education required

• Diploma in Business Administration, Community Development or equivalent qualifications in a relevant field of study

Professional experience required

• Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology

Desired profile and skills

•  Excellent planning, interpersonal and communication skills
• Ability to work independently and/or within a team
• Fluency in written and spoken English and Somali language
• Experience in data management and practical knowledge of MS-Office (particularly Excel)
• Possessing high level of honesty and integrity, and guided by strong ethical principles
• Strict adherence to reporting deadlines

Language

• English
• Somali

Our values

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this 

What we offer

• Challenging job opportunity within a dynamic work environment in an international humanitarian organization
• Training and development opportunities
• Competitive salary with benefits, based on the ICRC Compensation and Benefits framework

Additional information

This is a national/resident position based in Nairobi, Kenya
Closing date 17th July 2025