call centre assistant

17 hours ago

Pakistan ROZEE Full time 150,000 - 250,000 per year

Role Purpose:

UNOPS is seeking a Call Centre Assistant (Call Operator) to support the Call Centre Team to be responsible for answering and making calls, sharing information with and gathering information from callers with accurate data entry, and flagging urgent issues. The Operator must be proficient with written and spoken English and Urdu. Knowledge of Pashtu and/or Dari is essential. The outcome of this consultancy is to further strengthen and streamline the helpline management processes as part of its overall objective to strengthen accountability to affected populations in Pakistan. The Helpline is currently open seven days per week, from 8 am to 8 pm; Shift schedules are open to change depending on operational requirements.

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

Communication Skills,Active Listenning,Problem Solving

TOTAL POSITIONS

1

POSTED ON

November 11, 2025

EXPIRY DATE

November 16, 2025

BUSINESS

UNOPS

CATEGORY

Project Management

JOB TYPE

Full Time/Permanent

MINIMUM EDUCATION

Intermediate/A-Level

CAREER LEVEL

LICA-4 (equivalent to GS-4)

MINIMUM EXPERIENCE

Fresh(Experience working in a Call Centre or other related field handling customer enquiries)

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