Call Centre Assistant

The International Committee of the Red Cross (ICRC) is hiring a committed and service-driven Call Centre Assistant to join its Risk Management Unit in Nairobi, Kenya. This is an exceptional opportunity for individuals seeking humanitarian jobs in Nairobi or NGO jobs in Kenya who are passionate about engaging with communities and ensuring that humanitarian assistance reaches those most in need.

Key Job Information

• Position: Call Centre Assistant (Risk Management Unit)
• Location: Nairobi, Kenya
• Employment Type: Full-time
• Experience Level: Mid-Level Professional

About the International Committee of the Red Cross (ICRC)

The International Committee of the Red Cross (ICRC) works globally to protect and assist victims of armed conflict and violence. As an independent and neutral organization rooted in the Geneva Conventions of 1949, the ICRC collaborates closely with National Red Cross and Red Crescent Societies to provide timely, effective, and impartial humanitarian responses.

Careers at ICRC offer individuals the opportunity to make a real difference while working in a supportive and inclusive environment. With a commitment to humanitarian values, the ICRC fosters professional growth and development for its staff across diverse operational contexts. If you are looking for meaningful ICRC vacancies in Nairobi, this role could be the perfect fit for you.

Job Description

The Call Centre Assistant plays a vital role in strengthening the ICRC’s beneficiary engagement processes. The position involves conducting phone-based verification assessments, gathering feedback from beneficiaries, and ensuring that the ICRC’s assistance programs maintain the highest standards of quality, transparency, and accountability. This role also manages inbound calls from beneficiaries through a toll-free feedback line, helping to address concerns, answer queries, and ensure timely follow-up on feedback.

This position is ideal for professionals seeking nonprofit jobs in Kenya where community interaction, data management, and humanitarian principles intersect.

Key Responsibilities

Verification Assessment

• Conduct phone interviews with ICRC beneficiaries to verify contact details and confirm assistance received.
• Assess the compliance of assistance programs with ICRC’s standards and operational guidelines.
• Collect, document, and analyze both qualitative and quantitative beneficiary feedback to support program improvement.
• Ensure data accuracy by meticulously reviewing and cleaning collected information.
• Provide operational support to maintain the smooth functioning of the Call Centre.
• Promote the use of the feedback hotline among beneficiaries and encourage open communication.
• Offer insights and recommendations for enhancing questionnaire design and beneficiary interviewing techniques.

Managing the Feedback Line

• Receive and respond to incoming calls from beneficiaries via the toll-free line.
• Record beneficiary details (name, location, contact, project) accurately to facilitate timely follow-up.
• Classify and document feedback, inquiries, and complaints into the Community Contact Centre (CCC) system.
• Provide appropriate answers to general questions about ICRC projects or refer issues as needed.
• Monitor and ensure that complaints are resolved and closed within established timeframes.

Required Qualifications

• Diploma in Business Administration, Community Development, or equivalent qualifications in a relevant field.
• Minimum 2 years’ experience in a call centre environment with working knowledge of telephony systems and technology.

Desired Profile and Skills

• Strong planning, interpersonal, and communication skills.
• Ability to work independently and as part of a team.
• Fluency in written and spoken English and Somali languages.
• Experience in data management and proficiency in Microsoft Office, particularly Excel.
• Demonstrated integrity, ethical values, and respect for confidentiality.
• Strong commitment to meeting reporting deadlines.

Language Requirements

• English
• Somali

Our Values

The ICRC is guided by core values including impact, collaboration, respect, and compassion. The organization seeks candidates who embody these values and demonstrate them in their professional conduct. To learn more about the ICRC’s values, please visit the ICRC website.

Benefits and Compensation

• Challenging and impactful job opportunities at ICRC within an international humanitarian setting.
• Training and professional development opportunities to support career growth.
• Competitive salary and benefits package aligned with the ICRC Compensation and Benefits framework.

How to Apply Call Assistant Job Opportunity

If you are interested in this Call Centre Assistant job in Nairobi and wish to join a dedicated humanitarian team, please submit your CV and cover letter by clicking the “Apply Now” button below. Your application should highlight your experience, skills, and motivation for applying for this position.

Explore more careers at ICRC to discover additional humanitarian job opportunities worldwide.

The ICRC is an equal opportunity employer committed to diversity and inclusion.