CRA Assistant/ Register – Baghdad

The purpose of this position is to provide day to day assistance with delivering feedback/complaints services, under the supervision of Clients Responsiveness and Accountability (CRA) Senior Officer. Responsibilities include administrative handling of feedback and complaints, routine record keeping, and communication and coordination. The position requires the ability to work closely with Multidisciplinary team, answer and respond back call on IRC Channels during working hours and interact effectively with a wide variety of community members.

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Major Responsibilities:

Handling Feedback/complaints processing.

• Under the supervision of the Monitoring and Client Responsiveness Senior Officer, she/he may also collect feedback from clients through identified proactive channels received from MEAL staff (client surveys, FGDs, Community meetings, etc.)
• Record feedback and complains received on the reactive channels like, Hotline (Tollfree) calls, WhatsApp, Viber, suggestion box, Helpdesk into the CRA database management system (JIRA System) and ensure the referral of feedback as defined in the referral system.
• Process incoming complaints and assist with administrative activities. This includes responding to requests for information; receiving, recording, classifying and routing complaints for attention; tracking progress and status; and compiling basic statistics for analysis and daily reporting
• Support in the field-based channels such as the helpdesk services and the suggestion box data compilation when needed.
• Support in the information sharing campaigns by collecting client’s data and sharing with field staff (CRA) when needed.
• She/he must have a background on handling feedback and understand the languages of the clients
• Be very patience and thoughtful to the clients when receiving feedback or complain

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Key Working Relationships:

Position Reports to:  Monitoring and Client Responsiveness Senior Officer

Position technically supervised by: Monitoring and Client Responsiveness Senior Officer
Position directly supervises:  N/A

Indirect Reporting: N/A

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Other Internal and/or external contacts

Internal: Technical Program/Department focal points, MEAL Team

External:  IRC Partners, Other NGOs

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·         Education: Relevant higher national diploma or university degree in social studies or relevant fields.

·         Work Experience: Minimum One year experience in handling Feedback/complaints channels, previous experience in online ticketing systems and community interactive.

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Demonstrated Skills and Competencies:

• Excellent listening and communication skills, able to handle problems with patience, politeness and diplomacy.
• Solid organizational skills, attention to details, able to handle multiple tasks and meet deadlines.
• Working familiarity with Complaint and feedback systems, including usage of smart phones or tables, preferably for online ticketing systems and data collection knowledge.
• Trong Self-initiative, with ability to be flexible and work well under pressure in fast-paced team environment
• Language Skills: Arabic is a must, English is required, Kurdish is a plus

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Total benefits:

• Salary range: (1,463,616 – 1,829,520) Iraqi Dinars, based on various factors including the labor market, job type, internal equity and budget as well as calibrated by work location, individual candidate experience and skills relative to the defined job requirements.
• 13^th month salary per year.
• 21 days of leave and 15 days of paid holidays per year.
• IRC provides health insurance for staff and their dependents.

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Notice to all Job Seekers

IRC implements an equal employment opportunity policy, and our recruitment process is based on merit.

Applicants and/or successful interview candidates (both internal and external) are not required to pay any fees at any stage of the recruitment process.

If anyone asks you for any financial or non-financial favors to help you secure a job at IRC, kindly report to iraq.hr@rescue.org.

    ملاحظة لكل الباحثين عن وظيفة

تعتمد لجنة الانقاذ الدولية سياسة فرص عمل متساوية  وان عملية التوظيف لدينا تعتمد على الجدارة  .

لايتوجب على المتقدمين لاي وظيفة او المؤهلين للمقابلات (سواء كانوا موظفيين حالين او متقدمين من خارج المنظمة) دفع اي مبلغ مالي خلال اي مرحلة من مراحل التوظيف.

اذا قام اي شخص بطلب اي خدمة مالية او غير مالية لقاء مساعدتكم في تأمين فرصة عمل داخل المنظمة ،يرجى الابلاغ عن ذلك الى iraq.hr@rescue.org

Instruction to apply:

1- Copy the link below: 

https://rescue.csod.com/ux/ats/careersite/1/home/requisition/57211?c=rescue

 

 

2- Paste the link on any browser.

3- Fill out the information needed by the IRC website.

4- Complete the application.

5- Apply Application