Help-line Assistant

31 مايو، 2023

0 0 3 دقائق

CARE International seeks a world of hope, tolerance, and social justice, where poverty has been overcome and all people live with dignity and security. In Jordan, CARE will be recognized for its commitment to the humanitarian protection and empowerment of communities especially women and girls, where rights are secured, and human potential fulfilled for all.

CARE in Jordan leads humanitarian protection, economic empowerment, and civic engagement interventions for women and girls from poor and vulnerable communities in the fight to overcome poverty, gender-based violence, and social injustice. We nurture accountability, leadership and political will internally and among our partners to achieve this mission.

CARE values equality, integrity, transformation, excellence, diversity, and respect for the dignity and worth of every human being, where we affirm the dignity, potential, and contribution of all; communities we work with, partners, donors, and staff.

CARE International established a presence in Jordan in 1948, created in the wake of the Palestinian refugee crisis. Over 70 years later, CARE has served the needs of the Palestinian, Iraqi, Somali, Sudanese, and now Syrian refugee communities.

CARE’s scope of work has evolved from emergency response to long-term development programming, now encompassing an Urban Refugee Protection Program, the Azraq Camp Program, and the Sustainable Development Program.

CARE International in Jordan is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or disability.

CARE is committed to safeguarding and promoting the welfare of children, young people and adults and expects all staff and volunteers to share this commitment. We will do everything possible to ensure that only those that are suitable to work within our values are recruited to work for us.

CARE International in Jordan has a vacancy for the post of " Help-Line Assistant“

The Helpline assistant is responsible for providing advice regarding CARE International services through the phone or other channels such as the webpage and the Facebook chat box, the staff is the link between the person of concern and other units to escalate the caller inquiries that needs follow up. The Helpline assistant is responsible to manage and answer the inquiries request in a professional manner following the procedures and the policy of the Organization. In addition, the Helpline assistant will provide a frontline service determining which service in the department is most needed and why for applicant who approach our Center's. The position of the Helpline assistant will report directly to the Contact Center Manager.

Responsibilities and Tasks:

JOB RESPONSIBILITY 1: To provide the services and maintain the Contact Center 50%

– Answering inbound calls and provide response/information/feedback to queries based on standard replies, it can be conducted through calls, chat, and WhatsApp channels.

– Demonstrate the sensitivity and show empathy while providing any services and not to show any judgmental behavior towards requiring assistance.

– Ensure to understand the needs of the caller inquiries and respond in a professional, kind, and helpful manner, and to refer any case needs follow up or with a protection issue to the right focal point without going into details following the procedures.

– Segregate feedbacks as sensitive and non-sensitive, internal or external and carefully record the quires on the system for future reference.

– Support the MEAL team in facilitating the data entry process in to the data management platform for all feedback and complaints received.

– The Helpline Assitant should keep themselves up to date with the latest information related to available assistance, service, and programs for beneficiaries’ inquiries.

JOB RESPONSIBILITY 2: Beneficiaries' satisfaction 25%

– Ensure that the Staff is responding to beneficiary queries in a timely and accurate way, via phone, social media, or chat.

– Identifying beneficiary needs and helping beneficiaries use specific features.

– Inform beneficiaries about new features and functionalities.

– Follow up with beneficiaries to ensure their technical issues are resolved.

JOB RESPONSIBILITY 3: Professionalism 20%

– Support and carry out the mission of the organization.

– To follow the Organization regulations.

– To be dedicated to the job and to work as a team that will enrich staff ability to reach goals and to provide high level of service.

JOB RESPONSIBILITY 4: Aditional duties 5%

– Keep files and data for quick access and confidential – Maintain a safe and confidential hard-copy collection of all information

– With IT support maintain a safe and confidential data information about refugees.

– Promote a safe and secure work environment; foster a safety and security culture; and ensure consistent application of, and compliance with, CARE Jordan safety and security policies and procedures.

Qualifications:

Education:

Required: College / Diploma or at least High school Diploma

Experience/Technical Skills:

Required:

– Timeliness to work and presence at post. – Anticipating people’s needs in advance and being proactive

– Cleanliness/tidiness of the reception area and presence of available material that represents CARE’s work and approach.

– Customer orientation and professionalism.

– Timeliness of accomplishment of duty and observance of deadlines

Desired: 0 – 2 work experience

* Applications can be submitted until 14 June 2023 using the below link:

https://compas.carejo.org/CARE/public/en/Pages?action=create&formRecordId=For-00635-ZCR9LV&HRJobVacancy=HRR-000108