16 Jun 2017

Full-Time Hotline Assistant

Catholic Relief Services – Posted by WorkBerryMaiduguri, Borno, Nigeria

NOTE: This job listing has expired and may no longer be relevant!

Job Description

Project Background:

Under the direct supervision of the MEAL Manager, the Hotline assistant will be responsible for receiving and transcription all feedback received through the hotline and share them to the adequate person. The Hotline assistant will be based in Maiduguri and will work closely with the Monitoring Evaluation Accountability and Learning (MEAL) team for technical support.


Job Responsibilities:

· Receive and manage calls on daily basis from Monday to Friday, 8:00am – 4:00pm for CRS Program in North East Nigeria, with professionalism and respect.

· Ensure all the information shared by the callers are correctly and accurately transcripted.

· Assess the information needs of callers and provide appropriate, evidence based information and provide appropriate signposting based on the information flow and/or referral, if necessary.

· Ensure that the transcriptions of all calls are transmitted to the adequate person.

· Ensure all feedback collected from beneficiaries are kept confidential.

· Able to disseminate complex scientific information and explain it in a user-friendly manner.

· Provide emotional support via the telephone or in-person when necessary.

· Contribute and implement potential new hotline services that is align with Country Program hotline system.

· Contribute to the development of quality standards of the hotline service.

· Maintain proper documentation.


Qualifications and Skills:

· Graduate level (HND/degree)

· At least 1 year experience receiving and managing calls, in a call center preferably.

· Knowledge of English, Hausa and Kanuri mandatory. Shuwa and Fulani would be an advantage.

· Experience in providing psychosocial support.

· High degree of competency and comfort with information and communication technology.

· Strong listening capacities, high degree of empathy and self-confident in challenging situations; able to manage emotions when dealing with people in distress.

· Possess excellent writing skills for correspondence, reports and/or briefs.

· Effective communication skills: able to speak sensitively to a wide range of individuals (who may be in distress).

· Team-oriented and strong interpersonal skills.

· Ability to work effectively under pressure and to organize and prioritize a variety of initiatives

· Experience working with Information and Communication Technologies (software and hardware)


Note, this position is contingent upon funding.

How to Apply

Interested candidates should download the application form using this link http://goo.gl/8OOQcp and send with a detailed 3-page resume in a single file word document vacancies.ne.nigeria@crs.org The position title and location must be expressly stated as the subject of the email quoting reference number: HOTLINE0610

Applications must reach us on or before COB Tuesday, June 28, 2017. Only shortlisted candidates will be contacted.

Equal Opportunity:

“CRS is an equal –opportunity employer and does not discriminate on the basis of race, color, religion, etc. Qualified women are strongly encouraged to apply.

Job Types: Full-Time.

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