Communication officer (Community Contact Centre Operator)

 The International Committee of the Red Cross (ICRC) is an impartial, neutral and independent organization whose exclusively humanitarian mission is to protect the lives and dignity of victims of armed conflict and other situations of violence and to provide them with assistance. The ICRC also endeavours to prevent suffering by promoting and strengthening humanitarian law and universal humanitarian principles. Established in 1863, the ICRC is at the origin of the Geneva Conventions and the International Red Cross and Red Crescent Movement. Please visit www.icrc.org for more information. There are more than 600 ICRC staff working in Kyiv, Donetsk, Luhansk, Dniepro, Poltava, Sloviansk, Odesa and Vynnytsiya.

 Vacancy Notice

 The ICRC Delegation in Donetsk seeks to fill the following position:

Communication officer (Community Contact Centre Operator) based in Donetsk  

AIM OF THE POSITION

We are looking for a Communication Officer who will work as Community Contact Centre Operator. The Community Contact Centre Operator is the primary point of contact between  people calling to ask for assistance or information, and the ICRC. 

The CCC operator establishes a fruitful contact with the callers and provides them with   the best possible response, ensuring to understand the need of the callers and give them the most appropriate response and detailed information. 

 CORE RESPONSIBILITIES

• Responds to calls in order to understand the concerns of the caller and provides an exhaustive and comprehensive reply treating each caller in a polite and respectful manner.
• Decides on whether the concerns can be addressed immediately or require referral to other departments providing all necessary support to the caller until the request is resolved. 
• Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly.
• Records the details of each call in the relevant tool timely and in an accurate manner.
• Follows up on cases referred to other departments to ensure a feedback mechanism.
• Participates in the formulation of statistics and regular Community Contact Centre reporting.
• Provides regular briefings to sub-delegation management on main trends (e.g. number of callers, main issues raised, and challenges faced by affected people), ensures the ongoing cooperation with operational departments in view of improving transversality.
• Keeps him/herself updated on the assistance programs from the different departments, to provide the most accurate answers to the callers
• Contributes to effective internal communication and information sharing.
• Is available for field missions to become better acquainted with ICRC operations in the delegation, follows up on specific cases and thematic, and, on occasion, participates in monitoring activities for ongoing projects.
• Carries out other communication related tasks as requested.

 The tasks and responsibilities defined above are not exhaustive and can evolve depending on organizational needs.

 POSITION REQUIREMENTS

Education and professional qualifications

• University degree or professional qualification in business administration, communications, public relations or other relevant field;
• 2 years work experience 
• Excellent communication skills in Russian, including empathic active listening and persuasive speaking, non-conflict interaction with people
• Proficiency in written and spoken English is an asset 
• good computer literacy including knowledge of  Excel 
• Knowledge of the ICRC and RCRC Movement is an asset
• Experience in hotlines is an asset

 Personal Competencies 

• Genuine interest to work in humanitarian aid field.
• Very good analytical skills.
• Ability to demonstrate flexibility and take initiative.
• Ability to work under minor supervision.
• Strong sense of responsibility.
• Reliability and proactivity is a must.
• Strong interpersonal skills and customer service attitude;
• Strong sense of autonomy and responsibility;
• Good team player.

We offer a rewarding and enriching work in a humanitarian and international environment, and also:

• Initial training and on-boarding organized
• Opportunity to work and grow in an international working environment in humanitarian sector
• Good working condition and competitive salary with benefits

Starting date: ASAP 

HOW TO APPLY

Please submit your CV in English, along with your motivation letter by 08/08/2022.

 Only candidates meeting the above-mentioned criteria will be considered and contacted for tests and/or interview. No queries by phone please.