Call Centre Assistant(Arabic Speaking)

6 days ago

Islamabad, Islamabad, Pakistan UNOPS Full time
Application period 24-Jul-2025 to 03-Aug-2025

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.

Experience:

Required
  • 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.

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

Think big. Meet challenges head-on. Help people build better lives.
UNOPS embraces diversity and is committed to equal employment opportunities. Our workforce is made up of people from varied nationalities, cultures and races. They speak a range of 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. Click apply and join us

Remarks: Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process.

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