Call Centre Assistant

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal candidates are considered first-tier candidates.

Organizational Context And Scope

Established in 1951, and operational in Pakistan since 1981, IOM is the leading intergovernmental organization in the field of migration and works closely with governmental, inter-governmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants. Over the years, IOM has expanded and affirmed its role as the leading Organization assisting the Government of Pakistan to ensure humane and orderly movement of people by devising practical solutions to shifting dynamics of migration, protecting, assisting, and supporting vulnerable migrant populations, promoting international cooperation on migration issues and serving as a key source of advice on migration policy, research, data and practice.

In line with national priorities, IOM is implementing a variety of interventions to address gaps in humanitarian-development peace nexus and respond to the needs of the most vulnerable population. To further strengthen and streamline its management processes aiming to strengthen accountability to affected populations in Pakistan, IOM Pakistan has a dedicated Call Centre as a formal channel between affected communities and IOM through which complaints and feedback are registered and resolved, and responses are provided in a timely, confidential, and safe manner.

Responsibilities And Accountabilities

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:

• 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.
  
  

Education

Required Qualifications and Experience :

• 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

• Excellent verbal communication and interpersonal skills.
• Ability to operate basic computer software, use of email and web browser.
• Ability to handle a high volume of calls, fast typing is an advantage.
• Ability to work effectively and harmoniously with colleagues from varied cultures and professional backgrounds.
• Experience of working with UN agencies or other international organizations, and experience of working in call centre is an advantage.
• Experience in humanitarian protection, gender, MHPSS, or AAP is considered an advantage.
  
  

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.
  
  

Competencies

The incumbent is expected to demonstrate the following values and competencies:

VALUES - All IOM staff members must abide by and demonstrate these five values:

Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.

Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.

Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Courage: Demonstrates willingness to take a stand on issues of importance.

Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies - Behavioural indicators – Level 1

Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.

Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.

Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.

Accountability: Takes ownership for achieving the Organization's priorities and assumes responsibility for own actions and delegated work.

Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

• Job Identification 15807
• Posting Date 07/11/2025, 08:34 AM
• Locations Islamabad, Capital, 44000, PK
• Apply Before 07/24/2025, 06:55 PM
• Degree Level Bachelors or Equivalent
• Job Schedule Full time
• Job Shift Day
• Contract Type Fixed-term (1 year with possibility of extension)
• Vacancy Type Vacancy Notice
• Recruiting Type General Service
• Grade G-4
• Alternative Required Language 1 Baluchi
• Alternative Required Language3 Sindhi

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