Community Contact Center Operator
confidential(Project for Non Profit Organisation)
Total years of experience :3 years, 3 Months
Responds to calls using pre-determined answers obtained from Team Leaders, in order to understand the concerns of the affected people and decide on whether the concerns can be addressed immediately or require referral to focal point
Treat all concerns / issues in a confidential and sensitive manner and behaves accordingly.
Immediately flags to the supervisor(Team Leader) sensitive complaints, calls or issues.
Records the details of each contact in CRM system and ensures information received from beneficiaries is classified into pre-determined reference categories.
Ensures all exchanges with beneficiaries (feedback, complaints, questions and responses) are fed into the system.
Participates in dissemination campaigns to encourage beneficiaries to give feedback on organisation programs
Call pre-defined samples of people for verification or monitoring purposes (validity of registered telephone numbers, validity of registered profiles, confirmation of receipt of relevant assistance)
Outreaching participants through household visits in the field, covering assessment phase, data entry, and monitoring for the affected communities.
Outreach participants through field visits or via phone calls.
Collect data: Taking part in conducting needs assessments and filling surveys. Registration for more than 100 families per day for UNICEF’s “Haddi” Project (On Excel).
Ensure quality, accuracy and confidentiality of data and follow up of available guidelines. Leading a Distribution of material for more than 100 families per day. Writing Reports: Referral cases
Conducting phone assessments and scheduling for more than 3000 families.
Monitoring on data collection, ensure quality, accuracy and confidentiality of data and follow up of available guidelines. Participating in on-site and door to door distributions in different areas.
Providing hygiene promotion sessions for different communities.
Participate to the Working Groups related to the field of intervention of Beirut explosion emergency response and provide relief for families and people affected. Supporting in warehouse in labelling of WASH kits. Doing field assessment for families and small businesses. Providing PSS sessions for children.
Faculty of Information-2 Sed el Bouchrieh, Mount Lebanon,