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Λέξεις-κλειδιά

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Κατηγορία

Περιοχή

Απασχόληση

Εταιρία:
CATHOLIC RELIEF SERVICES- UNITED STATES CONFERENCE OF CATHOLIC BISHOPS
Ημερομηνία Δημοσίευσης:
09-11-18
Τύπος απασχόλησης:
Πλήρης
Κωδικός θέσης εργασίας:
HelpLine Operator
Κατηγορία εργασίας:
Πωλήσεις
Περιοχή εργασίας:
Νομός Αττικής

HelpLine Operator - Athens

Position Title: HelpLine Operator
Location: Athens, Greece
Reports To: Team Leader: HelpLine

About Us:

CRS is responding to the humanitarian needs of refugees arriving in Europe and the Balkans from the Middle East and Africa. Since July 2015, CRS has been working with 10 local partners in Greece, FYR of Macedonia, Serbia, Croatia, Slovenia, Albania and Bulgaria providing immediate food and non-food relief assistance, as well as shelter, sanitation, medical care and translation services. CRS partners include CARITAS members, as well as local NGOs. CRS’ Emergency Response (ER) strategy aims to provide appropriate Shelter, Information and Relief assistance to migrants and refuges, so that they are able to travel safely and with dignity through Europe and the Balkans.

The project in Greece is providing shelter to vulnerable refugees and migrant as well as integration activities. Protection services will include case management and psychosocial support; gender sensitive support, including female translators and medical practitioners; Children Friendly Spaces (CFS) and integration activities for youth; anti-trafficking and GBV awareness raising and capacity building of civil society and government actors; and the provision of targeted multi-purpose cash grants.

Job Summary:

HelpLine Operators will provide high quality customer service support to refugees and migrants calling the HelpLine Call Center in the preferred language of the caller.

  • Managing large amounts of inbound and outbound calls in a timely manner
  • Following call center “scripts” when handling different topics
  • Identifying customers’ needs, clarify information, research every issue and providing solutions

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 Arabic, French 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 Suit

Personal skills:

  • Able to maintain the strictest standards of confidentiality
  • Willing to discuss sensitive matters discretely
  • Comfortable working under pressure

Physical Requirements/Environment:

  • Work is performed at HelpLine Call Center in Athens, Greece

Key Working Relationships:

Internal: Cash Program Team

External: GCA Agencies

Supervisory: None

Disclaimer:

This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

NOTE: All interested applicants must be authorized to work in Greece at the time of application.

CVs have to be sent in English with email

[To send your CV please click here]

with subject HelpLine Operator

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