Call Center Operator (3 Positions) - Erbil

Context/Reporting line:

Under the direct supervision of the Accountability Officer and the overall supervision of the M&E Officer, the Call Center Operator will perform the following but not limited to duties:

Core Functions / Responsibilities

• Complaints and Feedback Mechanism

• Collect, process and provide feedback

• Call center service

• Data collection

• Monitoirng and Evaluation

1- Receive calls from beneficiaries and other calls related to IOM, and handle calls in a timely and professional manner, including distressing calls.

2- Provide customer service and support to beneficiaries guaranteeing situational sensitivity during the phone call; input and keep tracking data into IOM appropriate databases in an accurate manner;

3- Record and process complaints in an appropriate manner and provide feedback to the beneficiaries

4- Handle sensitive complaints/feedback in line with the AAP internal SOP and “do no harm principles”

5- Conduct Post Distribution/ Assistance Monitoring interviews with households, community and project beneficiaries, and other relevant local stakeholders on feedback related to IOM services when required.

6- In coordination with CwC efforts, provide information to beneficiaries on various topics about IOM project activities, feedback mechanisms, beneficiary criteria, entitlements and other services using bulk SMS amongst others.

7- Provide accessible and timely information on organizational procedures, structures and processes that may impact communities to support informed decisions and engage communities in dialogue as part of information provision.

8- Promote transparency, and accountability to the affected population.

9- Conduct any other duties or responsibilities as assigned or requested by the supervisor