Call Centre Assistant
Job Description
Job Posting Organization:
UNOPS (United Nations Office for Project Services) is a UN agency established in 1999, dedicated to supporting the implementation of sustainable development solutions across various sectors. With a presence in over 17 countries, including Pakistan, UNOPS focuses on delivering essential services such as health system strengthening, WASH (water, sanitation, and hygiene) facilities, and infrastructure improvements. The organization collaborates closely with national governments, development partners, and UN agencies to build resilient communities and enhance project management efficiency.
Job Overview:
The Call Centre Assistant will play a crucial role in the UNHCR Humanitarian Helpline Project, primarily responsible for answering and making calls to provide information and gather data from callers. This position requires proficiency in both written and spoken English, with Dari being essential. The Call Centre operates seven days a week from 8 am to 8 pm, and the assistant will need to adapt to changing shift schedules based on operational requirements. The role aims to strengthen the helpline management processes, ensuring accountability to affected populations in Pakistan, particularly marginalized groups. The assistant will be expected to handle calls with empathy and professionalism, ensuring that sensitive information is managed with confidentiality and care.
Duties and Responsibilities:
The Call Centre Assistant will be responsible for a variety of tasks including: handling inbound and outbound calls, accurately inputting data, and flagging urgent issues to supervisors. The assistant must demonstrate professional-grade call handling abilities, showing sensitivity and neutrality while adhering to confidentiality and data protection principles. Daily responsibilities include ensuring quality data entry, writing clear and concise notes in English, and treating all callers with respect and dignity. The assistant will also be required to attend briefings and training sessions, liaise with supervisors, and ensure that inquiries beyond the scope of standard procedures are referred appropriately. The role demands a commitment to transparency and integrity, with a focus on humanitarian standards for information management.
Required Qualifications:
Candidates must possess a minimum of secondary education, with a preference for those holding a university degree in fields such as information management, information technology, or statistics. Relevant experience in a humanitarian context is essential, particularly in call centre operations or customer service roles. Familiarity with datasets and linked applications is also required. Desired qualifications include experience working with forcibly displaced populations and knowledge of gender sensitivity and protection issues.
Educational Background:
The minimum educational requirement is secondary education. However, a university degree in relevant fields such as information management, information technology, or statistics is considered an asset and may substitute for some years of required experience.
Experience:
Candidates should have at least four years of relevant experience in a humanitarian context if they possess only secondary education. Experience in call centre operations or related fields handling customer inquiries is essential. Additional experience working with displaced populations and knowledge of protection issues is highly desirable, as is familiarity with Google Suite applications.
Languages:
Proficiency in English at an intermediate level is required, while fluency in Dari is essential. Knowledge of Pashto is also required, making it important for candidates to be multilingual to effectively communicate with diverse populations.
Additional Notes:
The position is classified as entry-level with an ICS level of 04 and is offered on a regular ICA - LICA contract basis. The initial contract duration is until 30 September 2026, with the possibility of extension based on performance and funding availability. UNOPS emphasizes diversity and equal employment opportunities, encouraging applications from underrepresented groups. The organization maintains a zero-tolerance policy for sexual exploitation and abuse, and background checks are conducted for all final candidates.
UNOPS (United Nations Office for Project Services) is a UN agency established in 1999, dedicated to supporting the implementation of sustainable development solutions across various sectors. With a presence in over 17 countries, including Pakistan, UNOPS focuses on delivering essential services such as health system strengthening, WASH (water, sanitation, and hygiene) facilities, and infrastructure improvements. The organization collaborates closely with national governments, development partners, and UN agencies to build resilient communities and enhance project management efficiency.
Job Overview:
The Call Centre Assistant will play a crucial role in the UNHCR Humanitarian Helpline Project, primarily responsible for answering and making calls to provide information and gather data from callers. This position requires proficiency in both written and spoken English, with Dari being essential. The Call Centre operates seven days a week from 8 am to 8 pm, and the assistant will need to adapt to changing shift schedules based on operational requirements. The role aims to strengthen the helpline management processes, ensuring accountability to affected populations in Pakistan, particularly marginalized groups. The assistant will be expected to handle calls with empathy and professionalism, ensuring that sensitive information is managed with confidentiality and care.
Duties and Responsibilities:
The Call Centre Assistant will be responsible for a variety of tasks including: handling inbound and outbound calls, accurately inputting data, and flagging urgent issues to supervisors. The assistant must demonstrate professional-grade call handling abilities, showing sensitivity and neutrality while adhering to confidentiality and data protection principles. Daily responsibilities include ensuring quality data entry, writing clear and concise notes in English, and treating all callers with respect and dignity. The assistant will also be required to attend briefings and training sessions, liaise with supervisors, and ensure that inquiries beyond the scope of standard procedures are referred appropriately. The role demands a commitment to transparency and integrity, with a focus on humanitarian standards for information management.
Required Qualifications:
Candidates must possess a minimum of secondary education, with a preference for those holding a university degree in fields such as information management, information technology, or statistics. Relevant experience in a humanitarian context is essential, particularly in call centre operations or customer service roles. Familiarity with datasets and linked applications is also required. Desired qualifications include experience working with forcibly displaced populations and knowledge of gender sensitivity and protection issues.
Educational Background:
The minimum educational requirement is secondary education. However, a university degree in relevant fields such as information management, information technology, or statistics is considered an asset and may substitute for some years of required experience.
Experience:
Candidates should have at least four years of relevant experience in a humanitarian context if they possess only secondary education. Experience in call centre operations or related fields handling customer inquiries is essential. Additional experience working with displaced populations and knowledge of protection issues is highly desirable, as is familiarity with Google Suite applications.
Languages:
Proficiency in English at an intermediate level is required, while fluency in Dari is essential. Knowledge of Pashto is also required, making it important for candidates to be multilingual to effectively communicate with diverse populations.
Additional Notes:
The position is classified as entry-level with an ICS level of 04 and is offered on a regular ICA - LICA contract basis. The initial contract duration is until 30 September 2026, with the possibility of extension based on performance and funding availability. UNOPS emphasizes diversity and equal employment opportunities, encouraging applications from underrepresented groups. The organization maintains a zero-tolerance policy for sexual exploitation and abuse, and background checks are conducted for all final candidates.
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We are not liable for any decisions or actions taken by applicants in response to this job listing. By applying, you agree that all application processes, interviews, and potential job offers are managed exclusively by the listed employer or organization.
Beware of fraudulent job offers. Do not provide sensitive personal information or make any payments to secure a job.