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Business Support Assistant (Helpline Operator) SSA4- Damascus

1.00 to 10.00 Years   Damascus, Syria   11 Mar, 2021
World Food Programme
1 Jobs Openings
Job LocationDamascus, Syria
EducationNot Mentioned
SalaryNot Mentioned
IndustryNon-profit Organization
Functional AreaNot Mentioned

Job Description

ABOUT WFPThe United Nations World Food Programme is the worlds largest humanitarian agency fighting hunger worldwide.?The mission of WFP is to help the world?achieve Zero Hunger?in our lifetimes.?Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.In Syria, WFP provides food assistance to more than 4.6 million people each month. This includes families who require emergency assistance when affected by conflict and displacement and also those who need help to improve their nutrition and food security. WFP supports children across Syria with healthy meals and snacks at school, mothers with nutritious diets, and families and communities with sustainable livelihood projects.BACKGROUND AND PURPOSE OF THE ASSIGNMENTThe CFM (Community Feedback Mechanisms)?Operator is meant to address all the calls that are received through the existing WFP line?that beneficiaries can reach out to request for assistance, information or file a complaint. The CFM?(Community Feedback Mechanisms)?Operator will also be proactive in analysing the calls received and making sure relevant programmatic related issues are flagged to supervisors and colleagues. To deliver standard business support processes for a specific professional area of work, to facilitate effective service delivery.??KEY ACCOUNTABILITIES (not all-inclusive)The CFM (Community Feedback Mechanisms) Operator will be responsible for the following duties:

  • Answer Beneficiaries? questions/inquiries thoroughly by clarifying and providing relevant information; allocate enough time for each call;
  • Manage Beneficiaries? requests, feedback and complaints in an effective and efficient manner;
  • Assist, support and guide beneficiaries with issues related to WFP programmes;
  • Follow up on beneficiary cases with the supervisor to ensure that actions are taken effectively and in a timely manner;
  • Participate in regular meetings about CFM (Community Feedback Mechanisms) and be updated on latest developments in terms of WFP?s activities, so that information provided to callers is continuously updated;
  • Use the Hotline IT system to record each call details and assign to relevant focal points;
  • Collect essential data from callers to ensure all tickets in the database are accurately recorded;
  • Support the CFM (Community Feedback Mechanisms) manager with additional analysis or follow-up;
  • Perform other related duties as required
?DELIVERABLES AT THE END OF THE CONTRACT
  • Reports of Calls are documented and updated properly through helpline operation system?

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