Contact Centre Assistant

Job Posting Organization:
The job posting organization is UNHCR (United Nations High Commissioner for Refugees), which was established in 1950 with the mission to protect the rights and well-being of refugees and displaced persons. UNHCR operates in over 130 countries, providing assistance and support to millions of people worldwide. The organization is committed to ensuring that everyone has the right to seek asylum and find safe refuge in another country, and it strives to promote durable solutions for refugees, including voluntary repatriation, local integration, or resettlement to a third country. UNHCR employs thousands of staff members globally, working tirelessly to uphold the dignity and rights of those forced to flee their homes due to conflict, persecution, or violence.

Job Overview:
The Contact Centre Assistant plays a crucial role within the UNHCR Protection Unit, primarily responsible for responding to inquiries from refugees and asylum seekers. This position requires the assistant to handle various communication channels, including phone calls, WhatsApp messages, and emails, ensuring that all interactions are conducted in a professional and empathetic manner. The assistant will provide counseling to refugees, conduct individual assessments, and refer cases to protection colleagues or UNHCR partners as necessary. The role is performance-driven, with specific targets and key performance indicators (KPIs) that must be met. The Contact Centre Assistant is expected to perform other related duties as required, contributing to the overall mission of UNHCR to protect and assist vulnerable populations.

Duties and Responsibilities:
The primary duties and responsibilities of the Contact Centre Assistant include: responding to calls and messages in a kind and professional manner; providing counseling and support to refugees; completing individual assessments to understand the needs of each case; referring cases to protection colleagues or UNHCR partners for further assistance; meeting established targets and KPIs to ensure effective service delivery; and performing additional related duties as assigned by supervisors. The assistant must maintain a high level of professionalism and adhere to UNHCR's core values in all interactions.

Required Qualifications:
The minimum qualifications required for this position include a mandatory 1-year relevant work experience alongside a High School Diploma, or a Bachelor’s degree or equivalent higher education. Desirable qualifications include relevant professional experience, particularly in a contact centre setting, which would be considered a strong advantage. The candidate must demonstrate a commitment to the values and principles of UNHCR, including accountability and respect for diversity.

Educational Background:
Candidates must possess at least a High School Diploma, with a Bachelor’s degree or equivalent higher education being preferred. This educational background is essential to ensure that the candidate has the necessary skills and knowledge to effectively assist refugees and asylum seekers in a contact centre environment.

Experience:
The position requires a minimum of 1 year of relevant work experience. This experience should ideally be in a role that involves direct interaction with clients or service users, particularly in a contact centre or customer service environment. Previous experience working with refugees or in humanitarian settings would be beneficial but is not mandatory.

Languages:
Arabic and French are mandatory languages for this position, as the primary clientele will communicate in these languages. A working knowledge of English is desirable, as it may facilitate communication with international colleagues and partners.

Additional Notes:
This position is classified under the UNOPS LICA4 category and is not remote. The target start date for this role is January 1, 202

• The position is full-time and involves working directly with vulnerable populations, requiring a commitment to the principles of humanitarian assistance and protection. The role does not require a functional clearance, and it is important for candidates to understand the accountability framework within which UNHCR operates.