Scheduling and Helpline Clerk

Job Posting Organization:
The job posting organization is UNHCR, the United Nations High Commissioner for Refugees, which was established in 195

• Its mission is to safeguard the rights and well-being of refugees, asylum-seekers, and stateless persons. UNHCR operates in over 130 countries and has a workforce of more than 18,000 employees. The organization is dedicated 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 displaced populations.

Job Overview:
The Scheduling and Helpline Clerk position is crucial for the effective functioning of the registration unit within the UNHCR Baghdad Field Office. The incumbent will be responsible for managing the scheduling of registration activities for asylum seekers and refugees, ensuring that they receive timely and appropriate information regarding their registration process. This role involves handling outgoing phone calls, maintaining confidentiality, and providing a supportive environment for individuals accessing the helpline. The clerk will also assist in updating and expanding the scheduling network, ensuring that all relevant data is accurately recorded and discrepancies reported. The position requires a proactive approach to liaising with various units within the operation to facilitate effective service delivery and achieve organizational objectives.

Duties and Responsibilities:
The duties and responsibilities of the Scheduling and Helpline Clerk include: handling outgoing phone calls to schedule registration activities for asylum seekers and refugees; conducting follow-up calls and maintaining accurate records in the scheduling database; ensuring confidentiality of information regarding persons of concern; providing appropriate information to asylum seekers and refugees to address their needs; participating in regular staff meetings and debriefings; assisting in the maintenance and expansion of the scheduling network; reporting complaints from refugees and asylum seekers to the supervisor; and performing other registration tasks as assigned. The clerk will also be responsible for verifying family compositions and related basic functions as part of the registration process.

Required Qualifications:
The position requires a minimum of three years of relevant work experience, particularly in roles related to reception, scheduling, and client management. Candidates must possess strong communication skills and demonstrate the ability to work effectively in a team-oriented environment. Additionally, proficiency in data management and technological awareness is essential for this role. The clerk should be able to handle sensitive information with discretion and maintain a professional demeanor when interacting with clients.

Educational Background:
Candidates must have completed secondary education. A higher level of education or specialized training in a relevant field may be advantageous but is not mandatory for this position.

Experience:
The ideal candidate should have at least three years of previous relevant work experience, particularly in roles that involve client interaction, scheduling, and data management. Experience working with humanitarian or development organizations is highly desirable, as is familiarity with client management software such as CRM or ProGres.

Languages:
Proficiency in both English and Arabic is required for this position. Knowledge of additional languages may be considered an asset but is not mandatory. Candidates should be able to demonstrate their language skills at various levels, from basic to proficient, as part of the application process.

Additional Notes:
This position is a full-time role with a scheduled weekly workload of 40 hours. The target start date for the position is February 5, 2026, with applications accepted until February 18, 202

• The role is classified under UNOPS LICA3, and female candidates are strongly encouraged to apply. Shortlisted candidates may be required to undergo a written test as part of the selection process. The position does not require functional clearance and is not remote.