Hozzáadott 4 weeks ago
Arabic Speaking RCC Helpline Operator
Munkavégzés helyePEST, Budapest, Hungary Staffing Adecco
Foglalkoztatás jellegeStaff
Dátum2025-01-28
KategóriaCall Centre and Customer Service
Arabic Speaking RCC Helpline Operator
Responsibilities
- Capture, escalate, and resolve calls received through the Regional Contact Centre helpline, including calls from refugees, internally displaced persons, and others
- Enter key data and information from each caller into the CSM interface
- Draft a brief summary of each interaction in the CMS interface in English
- Ensure effective triaging and tagging of interactions according to SOPs, process flows, and other guiding documents
- Identify and ensure the timely referral of all vulnerable protection cases and complaints
- Identify callers with specific needs or vulnerabilities and triage these for further assistance when necessary
- Escalate and inform the team lead of any urgent or sensitive protection cases or complaints as soon as they are identified
- Conduct outbound calling activities, such as surveys, impact assessments, and questionnaires
- Provide translation services when required
- Support the team lead in drafting reports
- Perform other tasks as assigned by the team lead
Requirements
- Completion of high-school
- Advanced written and conversational skills in Arabic and English
- Good computer skills, particularly in data entry and data management
- Strong interpersonal communication skills
- Patience, openness to learning and helpfulness
- Effective listening and assessment skills
- Adaptability to manage a heavy workload and changing working conditions
- Ability to work as part of a team
Advantages
- Completion of undergraduate and graduate degree
- Experience of having worked in a call centre
- Work experience in humanitarian organizations, national/international NGOs and public institutions
- Experience of having worked with CRM/CSM software
- Training in basic principles of international protection
- Experience in working with / providing support to vulnerable and at risk individuals and groups (particularly refugees)
- Working knowledge of Kurdish, French desirable
Legutóbbi kereséseim
- FEJÉR, Székesfehérvár, Hungary Staffing Adecco
- Staff
- BÁCS-KISKUN, Kecskemét, Hungary PP Adecco
- Specialist
- BUDAPEST, Budapest, Hungary PP Adecco
- Manager