Contact centre Assistant
Respond to refugees and asylum seekers queries professionally.
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Overview
Respond to refugees and asylum seekers queries professionally.
You have:
- Mandatory: 1-year relevant experience with High School Diploma; or Bachelor or equivalent or higher
- Arabic and French are required; working knowledge of English is desirable
- Desirable: Relevant professional job experience including previous experience working in a contact Centre setting
Deadline for Applications
November 27, 2025Hardship Level (not applicable for home-based)
A (least hardship)Family Type (not applicable for home-based)
FamilyStaff Member / Affiliate Type
UNOPS LICA4Target Start Date
2026-01-01Terms of Reference
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, assistance requests and complaints 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 counselling to refugees. - Complete individual assessments and refer cases to protection colleagues or UNHCR partners for assistance, as needed. - Meet set targets and KPIs - 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
Education
Certifications
Work Experience
Other information
This position doesn't require a functional clearance Remote
No
Potential interview questions
| Can you describe a time when you had to handle a difficult customer? | This assesses your customer service skills and ability to handle challenging situations. | Provide a specific example of the situation and explain how you resolved it. |
| How would you prioritize multiple urgent requests from refugees? | This question evaluates your organizational skills and ability to manage workload effectively. | Pro members can see the explanation. |
| What strategies would you use to provide effective counselling to refugees? | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you ensure effective communication in a multilingual setting? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe an instance when you met or exceeded a performance target. What did you do? | Pro members can see the explanation. | Pro members can see the explanation. |
| What do you know about UNHCR's core values, and how would you align with them? | Pro members can see the explanation. | Pro members can see the explanation. |
| Can you give an example of how you have worked as part of a team? | Pro members can see the explanation. | Pro members can see the explanation. |
| What motivates you to work in a contact centre assisting refugees? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 7 months ago
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Updated 6 months ago
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Source:
unhcr.org
