Contact Center Assistant

Hardship Level (not applicable for home-based)

A (least hardship)

Family

UNOPS LICA5

2024-09-01

August 9, 2024

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

,

,

Desired Languages

,

,

Additional Qualifications

Skills

CO-Cross-cultural communication, CO-Drafting and Documentation, DM-Data interpretation, reporting and presentation, IT-Computer Literacy

Education

Certifications

Other information

This position doesn’t require a functional clearance

Home-Based

No