| Job Location | Amman, Jordan |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Non-profit Organization |
| Functional Area | Not Mentioned |
JOB PURPOSEWFP Jordan Country Office is looking to build a pool of highly qualified and dynamic talents interested in joining the Call Centre team in Amman, when the need arises. Candidates, who pass the assessment process, will be placed on the pool for a period up to 24 months during which s/heis considered with priority each time WFP has a specific need for a call centre staff.Candidate will support in enhancing the accountability to affected populations by supporting one of the Country office?s complaints and feedback mechanisms.KEY ACCOUNTABILITIES (not all-inclusive)?Answer the calls received from the affected population with respect and professionalism and provide relevant information to all callers by answering their questions/inquiries thoroughly, and allocate enough time for each call;?Manage requests and grievances from the affected population in an effective and efficient manner;?Assist, support and guide the affected population with issues related to WFP programmes with high patience.?Follow up on complaints from the affected population with the supervisor to ensure that actions are taken effectively and in a timely manner;?Provide feedback to populations that have filed a complaint;?Use the call centre coding system; maintain and update the call centre database, by recording the calls with high quality for reporting purposes;?During the distribution cycle; assist the Field Monitors and Partners in solving the issues and queries from the affected population;?Collect essential data from callers to ensure all tickets in the database are accurately recorded;?Conduct requested remote monitoring calls to support the M&E activities;?Support the Call Centre Manager with additional analysis or follow-up;?Perform other related duties as required.Expected Results:?Dedicated assistance to be provided to the affected population with respect, consideration and sensitivity to maintain the high quality of the Call Centre section.?Maintain updated database records with the required accurate information and the purpose of call for each case.?Handle records and complaints from the affected population with confidentiality and professionalism.Critical Success Factors:?Good analytical skills; resourcefulness, initiative, maturity of judgement, tact, negotiating skills; ability to communicate clearly and exercise patience and discretion both verbally and in writing; ability to work in a team, and establish effective working relations with persons of different origins and cultural backgrounds
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