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Κατηγορία

Περιοχή

Απασχόληση

Εταιρία:
CATHOLIC RELIEF SERVICES- UNITED STATES CONFERENCE OF CATHOLIC BISHOPS
Ημερομηνία Δημοσίευσης:
24-01-20
Τύπος απασχόλησης:
Πλήρης
Κωδικός θέσης εργασίας:
Helpline Operator
Κατηγορία εργασίας:
Εξυπηρέτηση Πελατών - Administration
Περιοχή εργασίας:
Νομός Αττικής

HelpLine Operator - Athens

Catholic Relief Services
EMECA/Euro Zone
Greece Outreach Program

Job Title: HelpLine Operator
Band:
Department: Programming

Location: Athens, Greece
Reports To: Senior Project Officer

About Us:

Catholic Relief Services (CRS) was founded in 1943 by the US Catholic Conference of Bishops States to assist the poor and vulnerable overseas. CRS has been working in Greece since 2015 in response to the refugee and migrant crisis, working in partnership with the national and local diocesan Caritas organizations in Greece

Job Summary:

As a member of the HelpLine team you will provide high quality customer service support to refugees and migrants calling the HelpLine Call Center in the preferred language of the caller. You will use strong interpersonal skills to provide timely responses to questions, concerns and feedback of refugees and asylum seekers in Greece. You will also provide interpretation to support monitoring and evaluation, activities and other initiatives to ensure accountability to project participants and project learning

Job Responsibilities:

  • Politely and patiently listen to POCs calling the HelpLine
  • Reflect the speaker’s way of speaking as accurately as possible
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow programmed communication “prompts” when handling different topics and answering questions
  • Identify POC’s needs, clarify information, and classify their issue or feedback according to approved categories
  • Document all conversations in HelpLine Application in a comprehensible way
  • Engage POCs by taking the extra mile
  • Call back assigned cases to inform POC of the outcome of their case
  • Inform inquiring POCs about the status of their case
  • Conduct phone surveys upon request for MEAL Unit

Typical Background, Experience & Requirements:

Qualifications and Experience

  • Written and spoken fluency in Turkish, Kurmanji and English
  • Greek work authorization is required
  • Experience working with refugees and migrants is preferred
  • Cultural sensitivity and excellent communication skills.
  • Experience with Microsoft Office and digital data collection tools in plus

Personal skills:

  • Able to maintain the strictest standards of confidentiality
  • Willing to discuss sensitive matters discretely
  • Comfortable working under pressure
  • Proactive, results-oriented, and service-oriented
  • Acceptance of cultural differences and ability to work effectively with a diverse team
  • Attention to details, accuracy and timeliness in executing assigned responsibilities

Required/Desired Foreign Language: Written and spoken fluency in English, Turkish and Kurmanji

Physical Requirements/Environment: Work is performed at HelpLine Call Center in Athens, Greece

Key Working Relationships:

  • Internal: Cash Program Team
  • External: GCA Agencies

Agency-wide Competencies (for all CRS Staff):

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results

  • Trusting Relationships
  • Professional Growth
  • Partnership
  • Accountability

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position. CRS' talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.

Equal Opportunity Employer

By applying to this job, I understand and acknowledge that CRS requires its staff to treat all people with dignity and respect and to actively prevent harassment, abuse, exploitation, and human trafficking. Further, I understand that if I am a successful candidate, I will be subject to a comprehensive background check, and my personal/professional references will be asked to evaluate my behaviors related to the above safeguarding-related topics.

CVs have to be sent in English with email to:

[To send your CV please click here.]

with subject "Helpline Operator".

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