Call Centre Assistant

5 days ago

Islamabad, Islamabad, Pakistan Pakngos Full time

Under the overall supervision of the PSEA Coordinator and the direct supervision of the Senior Call Centre Associate, the Call Centre Assistant will be responsible for the following duties:

Responsibilities and Accountabilities :

  • Answer phone calls and obtain the callers' information as per required protocol.
  • Provide accurate and sufficient information to callers regarding IOM activities and services available, such as counter-trafficking in person and smuggling of migrants, humanitarian assistance, migration, etc.
  • Refer sensitive complaints and feedback to the supervisor in line with established procedures.
  • Assist the callers on routing their calls for further information regarding specific and unique concerns that may not be addressed through the call.
  • Compile issues and complains of the callers through incoming calls and report it to the supervisor.
  • Update and maintain personal copy of staff directory and other resources to provide accurate information.
  • Regularly update the directory of all information related to issues raised by the callers and overall activities and share updated document with the supervisor.
  • In coordination with the supervisor, liaise with other IOM staff on a regular basis, especially for updates on unique situations that require specific responses.
  • Assist in the functionality of the call centre and its instruments/facilities and report any problems to the supervisor in timely manner.
  • Demonstrate professional call handling ability, displaying sensitivity, neutrality, and patience, and adhering to confidentiality and data protection principles.
  • Apply basic protection standards as trained and advised, including referring sensitive complaints in line with internal SOPs, IOM AAP Framework, and relevant misconduct and safeguarding policies.
  • Understand and apply the principles of confidentiality and the need for discretion referring sensitive cases.
  • Treat all calls with empathy, respect, and patience, while maintaining confidentiality.
  • Provide basic mental health first aid over calls as needed, to assist callers in distress confidently and respectfully.
  • Report sensitive complaints in a timely manner to the supervisor for referral to relevant misconduct mechanisms.
  • Refer enquiries that fall beyond the scope of developed scripts and guidelines to the supervisor for further action.
  • Attend bi-monthly IOM Pakistan information sharing sessions and updates with relevant units to stay abreast of national political and migration changes, new projects and programmes, and to provide inputs to units on trends in complaints and enquiries.
  • Perform such other duties as required.
Requirements

Education :

• Bachelor's degree from an accredited academic institution, preferably in Communications, International or Public Relations, Journalism or related field with at least two years of relevant experience; or,

• High school diploma with at least four years of relevant work experience.

• Additional studies in Migration, Development Studies and Political Science is an advantage.

Experience :

Skills :

• Excellent computer skills - Word, Excel and Internet; and,

• Strong interpersonal and communication skills.

Languages :

Required: Fluency in English and Urdu is required (oral and written).

Desirable: Working knowledge of additional languages, such as Pashto, Dari, Sindhi, Balochi, would be desirable.

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