The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetime. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need. In 2020, WFP was awarded the Nobel Peace Prize for its efforts to fight hunger globally, including its work during the coronavirus pandemic.

In Syria, WFP provides food assistance to more than 4.6 million people each month. This includes families who require emergency assistance when affected by conflict and displacement and also those who need help to improve their nutrition and food security. WFP supports children across Syria with healthy meals and snacks at school, mothers with nutritious diets, and families and communities with sustainable livelihood projects.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

The CFM Operator is meant to address all the calls received through the WFP helpline and respond professionally to caller requests, complaints, and questions during the opening hours. The CFM Operator is responsible to analyse the calls received, refer cases to relevant teams through the established systems, and ensure that programmatic issues are flagged to the supervisor.

The post is based in Syria-Damascus Country office. The incumbent will directly report to the Programme Associate (Beneficiary Feedback), under overall supervision of the AAP Officer.

KEY ACCOUNTABILITIES (not all-inclusive)

The CFM operator will be responsible for the following duties:

Answer caller questions/inquiries thoroughly by clarifying and providing relevant information from the knowledge base; allocate enough time for each call.
Manage caller requests, feedback, and complaints in a professional, effective, and efficient manner at all times.
Assist, support and guide callers on issues related to WFP programmes.
Highlight cases to the supervisor and request guidance whenever needed.
Participate in regular meetings with the helpline and CFM team to stay updated on latest developments.
Attend regular training sessions organized by the CFM team and relevant units within WFP to continue learning and enhancing the service delivery through the helpline.
Use SugarCRM system to record essential call data based on the standard form and assign to relevant focal points.
Support the CFM manager with additional analysis or follow-up.
Conduct outbound calls as required.
Perform other related duties as required.

DELIVERABLES AT THE END OF THE CONTRACT:

Reports of Calls are documented and updated properly through helpline operation system.
Operator meets quality requirements as per the defined Key Performance Indicators (KPIs)

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education.

Experience: At least four years of working as call center operator or four years of experience working in humanitarian organizations in charge of direct contact with beneficiaries.

Language : Fluency in both oral and written communication in English and Arabic languages.

Knowledge/ Skills

• Excellent communication skills, ability to communicate clearly with patience and discretion both orally and in writing, • Good analytical skills and reporting, • Strong inter-personal skills, ability to work in a team, maintain positive attitude and ability to work under pressure. • Ability to establish effective working relations with persons of different nationalities and cultural backgrounds.

TERMS AND CONDITIONS

Please upload your professional CV in English in PDF format making sure to include the following in terms of“ Experience”:

Company/Organization name and scope of work of the organization Exact Position Title
Contract type: part-time, full-time, volunteer, consultant, or freelancer
Start and End date of Employment for each position: From (dd/mm/yyyy) to (dd/mm/yyyy)
Responsibilities: To mention the main responsibilities that highlight your gained skills and experience
A proof of your experience will be required in the final stage of recruitment.

Only shortlisted candidates will be invited to the next stage of the selection process. Candidates must get an auto confirmation email once application is submitted.

HOW TO APPLY

If any of the below links do not work by clicking on it, please copy and paste it in the browser address bar: Please ensure that your VPN is connected before clicking on the link below.

Internal candidate:

https://performancemanager5.successfactors.eu/sf/jobreq?jobId=826942&company=C0000168410P

External candidate:

https://router.job-listing.wfp.org/sfcareer/jobreqcareer?jobId=826942&company=C0000168410P

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Female applicants and qualified applicants are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

Apply now

Added 11 months ago - Updated 11 months ago - Source: wfp.org