Job ID
42336
Job Title
Call Center Agent (Project for the UN Agency)
To work for
The Developer for Economical Consultancy Ltd. (DEC)
Country
Syria
City
Damascus
Field of Work
Telecommunications - Customer services
Job Type
Full time
Military service
Not Specified
Minimum Education Level
Bachelor/ License Degree
Responsibilities
- Respond promptly and professionally to inquiries from beneficiaries, partners, and stakeholders.
- Provide clear and accurate information about WFP assistance programs, eligibility criteria, and complaint mechanisms.
- Escalate urgent or unresolved cases to the appropriate team for further action.
- Record all call details, complaints, and inquiries in a structured format.
- Maintain accurate records to support monitoring and reporting requirements.
- Guide callers on available support channels and feedback mechanisms.
- Follow established guidelines for data protection, confidentiality, and safeguarding principles.
- Ensure sensitive information is managed responsibly.
- Participate actively in training sessions and mentorship programs to stay updated on WFP procedures and best practices.
- Provide clear and accurate information about WFP assistance programs, eligibility criteria, and complaint mechanisms.
- Escalate urgent or unresolved cases to the appropriate team for further action.
- Record all call details, complaints, and inquiries in a structured format.
- Maintain accurate records to support monitoring and reporting requirements.
- Guide callers on available support channels and feedback mechanisms.
- Follow established guidelines for data protection, confidentiality, and safeguarding principles.
- Ensure sensitive information is managed responsibly.
- Participate actively in training sessions and mentorship programs to stay updated on WFP procedures and best practices.
Qualifications
- Gender and age-balanced team (50% female and 50% male). Disability inclusion is highly encouraged.
- Previous working experience with vulnerable populations in Syria and/or in call center services is preferred but not mandatory.
- Fluency in both oral and written Arabic and English.
- Excellent computer skills, including the use of Microsoft MS Suite (Word, Excel, PowerPoint), client relationship management systems (CRMs), email correspondence, and internet security sensitivity.
- Excellent interpersonal and communication skills, especially with people from different socio-cultural backgrounds.
- Negotiation and conflict resolution skills.
- Previous experience in handling, escalation, and referral of sensitive protection cases, such as gender-based violence, is desirable.
- Strong work ethic, ability to work with minimal supervision, and self-motivation.
- Ability to handle large-scale call traffic.
- Commitment to integrity and ethical conduct.
- Organizational and planning skills.
- Resilience to working in stressful conditions.
- Previous working experience with vulnerable populations in Syria and/or in call center services is preferred but not mandatory.
- Fluency in both oral and written Arabic and English.
- Excellent computer skills, including the use of Microsoft MS Suite (Word, Excel, PowerPoint), client relationship management systems (CRMs), email correspondence, and internet security sensitivity.
- Excellent interpersonal and communication skills, especially with people from different socio-cultural backgrounds.
- Negotiation and conflict resolution skills.
- Previous experience in handling, escalation, and referral of sensitive protection cases, such as gender-based violence, is desirable.
- Strong work ethic, ability to work with minimal supervision, and self-motivation.
- Ability to handle large-scale call traffic.
- Commitment to integrity and ethical conduct.
- Organizational and planning skills.
- Resilience to working in stressful conditions.
Specific Vacancy Requirements
- Minimum of 3 years of experience in providing support services related to change management, community engagement, monitoring, and data collection for projects. Prior experience with UN agencies, international NGOs, or international companies especially call centre operation is highly preferred. (Noted)
- Strong knowledge of the local culture and languages spoken by affected communities, government counterparts, and implementing partners in Syria.
- Ability to effectively participate in training sessions and information guidance meetings.
- Residence in Damascus is required.
- Strong knowledge of the local culture and languages spoken by affected communities, government counterparts, and implementing partners in Syria.
- Ability to effectively participate in training sessions and information guidance meetings.
- Residence in Damascus is required.
Salary and Benefits
Not specified
About us
A consulting and economic studies company working in areas of evaluation and monitoring of projects implemented by associations and organizations in Syria.
The Developer Company is seeking qualified candidates to fill the position of Call Center Agent as part of a project with one of the United Nations agencies.
The Developer Company is seeking qualified candidates to fill the position of Call Center Agent as part of a project with one of the United Nations agencies.
Required employees number
10
Posted On
Mar 10, 2025
Expiry Date
Apr 09, 2025