Call Centre Assistant(Arabic Speaking)

Job Description

Dutystation: Islamabad, Pakistan

Functional responsibilities

The Operator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management.

• Daily call handling (inbound and outbound);

• Ensuring quality and accurate data entry - writing clear and concise caller notes in English, ensuring a rapid call handling

• Ensure that all calls are treated with the degree of empathy, respect, dignity, and understanding commensurate with the sensitivity of the call and the vulnerability of the caller;

• Dealing with distressing calls professionally;

• Capture and relay of accurate and timely information to callers in a professional manner;

• Liaise with supervisors and other operators to provide relevant information to callers when needed;

• Attend briefings, meetings, training, quality assurance performance improvement sessions called by supervisors.

• Flag information gaps to supervisors;

• Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action.

Education/Experience/Language requirements

• Education:
• Secondary education is required.
• A university degree preferably in information technology, information management, statistics or any other relevant field is considered as an asset and may substitute some years of relevant experience.

• A minimum of four years of relevant experience in humanitarian context,
• Experience working in a call centre or other related field handling customer enquiries;
• Experience in datasets, and linked applications is required

Desired:

• Experience in working with forcibly displaced population.
• Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways;
• Working knowledge of protection issues, communicating with forcibly displaced populations , disaster affected populations, and accountability to affected populations.
• Experience in google suite applications (docs, sheets, slides) is highly desirable.

• Fluency in Arabic, English and Urdu is required
• Other languages are desired (Pashto, Dari, etc)

About the Organization

TOGETHER, WE BUILD THE FUTURE

UNOPS – an operational arm of the United Nations – supports the achievement of the Sustainable Development Goals (SDGs) by successfully implementing its partners’ peacebuilding, humanitarian and development projects around the world.

Our mission is to help people build better lives and countries achieve peace and sustainable development.

We are proud of our people and embrace diversity and are committed to equal employment opportunities. Our workforce brings together approximately 160 nationalities, represented by over 5,000 UNOPS personnel as well as some 7,800 personnel recruited on behalf of our partners. Spread across 80 countries from a range of backgrounds, and languages and have different gender identities, sexual orientations, and abilities.

We encourage women and candidates from underrepresented groups in UNOPS to apply. These include candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.