Community Contact Centre Operator

The International Committee of the Red Cross (ICRC) is hiring a dedicated Community Contact Centre (CCC) Operator to join its team in Mogadishu, Somalia. This is a rewarding opportunity for professionals seeking humanitarian jobs in Somalia or NGO jobs in Mogadishu, where your communication skills and passion for helping people can directly contribute to life-saving humanitarian assistance.

Key Job Information

• Position: Community Contact Centre Operator
• Location: Mogadishu, Somalia
• 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) operates globally to provide humanitarian protection and assistance to people affected by conflict and armed violence. Rooted in the principles of neutrality, independence, and impartiality, the ICRC works closely with National Red Cross and Red Crescent Societies to ensure timely and coordinated humanitarian responses.

With operations in over 100 countries, careers at ICRC offer unique opportunities for professionals to make a tangible impact while working in a values-driven, collaborative environment. If you’re looking for ICRC vacancies in kenya where you can contribute to humanitarian outcomes and grow professionally, this role is ideal for you.

Job Description

The Community Contact Centre Operator plays a crucial role in ICRC’s beneficiary feedback system by managing inbound calls from community members seeking information or providing feedback on ICRC programs. The operator records, categorizes, and ensures timely follow-up on feedback, questions, and complaints, working closely with other departments to maintain high standards of responsiveness and accountability.

This role is perfect for individuals passionate about humanitarian service, community engagement, and communication excellence, and those seeking nonprofit jobs in Mogadishu.

Key Responsibilities

• Manage the ICRC’s beneficiary feedback system by receiving calls, recording call details, categorizing information, and providing timely feedback.
• Document all interactions with affected communities in the Community Contact Centre (CCC) system and ensure follow-up by relevant departments.
• Track and escalate complaints and feedback to ensure beneficiaries receive appropriate responses.
• Respond to general beneficiary inquiries about ICRC operations and familiar projects, escalating complex issues as needed.
• Ensure resolution and closure of complaints within designated timeframes.
• Record call details accurately in databases and conduct regular data cleaning to maintain quality.
• Participate in compiling statistics, reports, and proposing improvements to the CCC system.
• Contribute to multi-disciplinary field activities and gather real-time feedback from community members to inform ICRC programming.

Required Qualifications

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

Desired Profile and Skills

• Strong organizational and planning skills with excellent interpersonal communication abilities.
• Fluency in written and spoken English and Somali languages.
• Proficiency in MS Office, especially Excel, and experience in data management.
• High level of integrity, ethical principles, and strict adherence to confidentiality and reporting deadlines.
• Ability to work independently and collaboratively within a team.

Language Requirements

• English
• Somali

Our Values

The ICRC is guided by its values of impact, collaboration, respect, and compassion. These principles drive every aspect of the organization’s humanitarian mission and its interactions with communities and colleagues alike. Candidates who embody these values are encouraged to apply.

Benefits and Compensation

• Meaningful job opportunities at ICRC within a leading international humanitarian organization.
• Comprehensive training and professional development programs to support career growth.
• Competitive salary and benefits package in accordance with the ICRC Compensation and Benefits framework.

How to Apply

If you are looking for humanitarian job opportunities in Nairobi and want to make a difference in the lives of those affected by conflict, please submit your application—including a detailed CV and cover letter—by clicking the “Apply Now” button below. Highlight your relevant skills and motivation for applying.

Explore more ICRC vacancies to discover additional opportunities for impactful humanitarian work.

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