Contact Center Assistant
Assist in responding to queries from refugees and asylum seekers.
This opening expired 2 years ago.
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Overview
Assist in responding to queries from refugees and asylum seekers.
You have:
- 1-year relevant experience with High School Diploma or Bachelor equivalent or higher is mandatory.
- Previous experience working in a contact Centre setting is a strong added advantage.
- Arabic and French are required; working knowledge of English is desirable.
Hardship Level (not applicable for home-based)
A (least hardship)Family Type (not applicable for home-based)
FamilyStaff Member / Affiliate Type
UNOPS LICA5Target Start Date
2024-09-01Job Posting End Date
August 9, 2024Terms of Reference
Hire Contact Center Assistant (LICA 5)
TOR of the position: Organizational Unit: UNHCR –
Duty station: Tunis, Tunisia
Grade: LICA 4
Expected start date: September 1st
Overview of Position The Contact Centre Assistant is a member of the UNHCR Protection Unit, reporting to the Contact centre Associate and to a senior protection colleague. The role involves responding to refugees and asylum seekers queries addressed to UNHCR through phone, WhatsApp, and email.
Duties and Responsibilities - Respond to calls and other messages received in a kind, helpful, and professional manner. - Provide basic counselling to refugees. - Refer cases to protection colleagues for assistance, as needed. - Perform other related duties as required. Minimum qualifications required Work experience: - Mandatory: 1-year relevant experience with High School Diploma; or Bachelor or equivalent or higher - Desirable: Relevant professional job experience including previous experience working in a contact Centre setting is a strong added advantage. Language Requirements Arabic and French are required while working knowledge of English is desirable.
Accountability
All UNHCR staff members are accountable for performing their duties as reflected in their job descriptions and in line with UNHCR's regulatory framework, including the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions, and relevant accountability frameworks. Staff members must discharge their responsibilities consistent with UNHCR’s core values of professionalism, integrity, and respect for diversity.Standard Job Description
Required Languages
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Desired Languages
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Additional Qualifications
Skills
CO-Cross-cultural communication, CO-Drafting and Documentation, DM-Data interpretation, reporting and presentation, IT-Computer LiteracyEducation
Certifications
Work Experience
Other information
This position doesn't require a functional clearance Home-Based
No
Potential interview questions
| Can you describe a situation where you had to manage a difficult call? | This assesses your ability to handle challenging interactions. | Provide a brief overview of the situation and highlight your communication skills. |
| How do you prioritize your tasks when dealing with multiple inquiries? | The interviewer wants to evaluate your organizational skills. | Pro members can see the explanation. |
| What strategies do you use to ensure clear communication over the phone? | Pro members can see the explanation. | Pro members can see the explanation. |
| Can you share an experience where you helped someone in distress? | Pro members can see the explanation. | Pro members can see the explanation. |
| What do you do if you don’t know the answer to a query? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 2 years ago
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Updated 1 year ago
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Source:
unhcr.org
