Community Feedback Mechanism (CFM) Operator

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization dedicated to saving lives in emergencies and using food assistance to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. Established in 1961, WFP operates in over 80 countries and employs thousands of staff members who are committed to its mission. WFP is recognized for its efforts in addressing hunger and food insecurity globally, and it was awarded the Nobel Peace Prize in 2020 for its efforts to combat hunger and promote peace. The organization values diversity and inclusion, encouraging qualified candidates from all backgrounds to apply for positions within its ranks. WFP is dedicated to creating a healthy and inclusive work environment that reflects the communities it serves, and it actively invests in the personal and professional development of its employees through various training and mentorship programs. To learn more about WFP, visit their official website and follow them on social media for updates and news.

Job Overview:
The Community Feedback Mechanism (CFM) Operator plays a crucial role in the World Food Programme's operations in Moldova, particularly in the context of the ongoing Ukraine refugee crisis. The CFM Operator is responsible for implementing a functional Community Feedback Mechanism that facilitates information sharing, data capturing, and case referral processes. This position is vital for ensuring that feedback from affected populations is collected, processed, and addressed in a timely manner, thereby enhancing the overall effectiveness of WFP's humanitarian assistance efforts. The CFM Operator will work under the guidance of the CFM Manager and will be involved in various activities, including logging information requests, complaints, and feedback, conducting surveys, and maintaining professional standards during interactions with CFM users. The role requires a proactive approach to identifying areas for improvement within the CFM and ensuring that the needs of vulnerable populations are prioritized.

Duties and Responsibilities:
The CFM Operator's duties and responsibilities include:

• Receiving and logging information requests, complaints, and feedback from CFM users, ensuring accurate and timely processing in the CFM customer relationship management (CRM) tool.
• Conducting surveys as requested to gather additional feedback and insights.
• Referring cases to relevant focal points according to established Standard Operating Procedures (SOPs), particularly for sensitive cases involving allegations of sexual exploitation and abuse (SEA) and fraud.
• Applying training and performance management guidance to support peers and enhance the overall effectiveness of the CFM.
• Ensuring compliance with WFP’s Guide to Personal Data Protection and Privacy (PDPP) in all interactions and reporting any breaches.
• Maintaining a professional standard during challenging interactions with CFM users and colleagues.
• Identifying and reporting areas for improvement within the CFM to the CFM Manager, including technical issues and data intake procedures.
• Supporting visibility efforts to raise awareness of the CFM among affected populations and humanitarian actors, which may involve field visits and participation in meetings.
• Performing other duties as required to support the overall mission of WFP in Moldova.

Required Qualifications:
The position requires the following qualifications:

• Completion of Secondary School Education with a minimum of 5 years of relevant experience in client or customer service functions.
• A University Degree is desirable and may enhance the candidate's profile.
• Relevant experience in a call center environment is considered an asset, as it demonstrates familiarity with handling customer inquiries and feedback effectively.
• Strong organizational skills and attention to detail are essential for managing multiple cases and ensuring accurate data entry.

Educational Background:
Candidates must have completed Secondary School Education as a minimum requirement. A University Degree is preferred and may provide an advantage in the selection process. The educational background should ideally include coursework or training related to customer service, communication, or social sciences, which would be beneficial for understanding the needs of affected populations.

Experience:
Candidates should possess relevant experience in client or customer service roles, with a minimum of 5 years in such positions. Experience working in a call center or similar environment is highly desirable, as it equips candidates with the necessary skills to manage inquiries and feedback effectively. Familiarity with humanitarian contexts or experience in working with vulnerable populations would also be advantageous.

Languages:
Fluency in English, Romanian, and Russian is mandatory for this role. Candidates must be able to read, write, and speak these languages proficiently to communicate effectively with diverse stakeholders and affected populations. Additional language skills may be considered an asset but are not required.

Additional Notes:
This position is offered as a Service Contract (SC5) with a duration of 6 months, which is renewable based on performance and organizational needs. The role is full-time and based in Chisinau, Moldova. WFP is committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process. The organization does not charge any fees for application or recruitment processes, and candidates are advised to be cautious when submitting personal information online. Selected candidates will undergo rigorous reference and background checks to ensure compliance with WFP's standards and values.