Information Management Technical Assistant (CFM)

Job Description

The Norwegian Refugee Council (NRC) is a non-governmental, humanitarian organization with 60 years of experience in helping to create a safer and more dignified life for refugees and internally displaced people. NRC advocates for the rights of displaced populations and offers assistance within the shelter, education, emergency food security, legal assistance, and water, sanitation, and hygiene sectors. The Norwegian Refugee Council has approximately 9000 committed and competent employees involved in projects across four continents. In addition, NRC runs one of the world?s largest standby rosters -NORCAP, with 650 professionals, ready to be deployed on 72 hours notice when a crisis occurs.NRC has made a global commitment to ensuring beneficiaries and other stakeholders access to safe and effective mechanisms through which to feedback on NRC programs. This post will be responsible for the daily data entry associated with the Complaints and Feedback Mechanism for NRC Syria Response Office operations.Duties and responsibilitiesGeneric responsibilitiesAdhere to NRC policies, tools, handbooks and guidelinesAssist a range of support with the implementation of the CC portfolio according to plan of actionImplements independently procedures and activities within own function or core competency as delegatedResponsible for organizing and delivery of tasks in line with priorities and standardsDevelop and maintain knowledge of the specialist area of work in which technical assistance and support is being provided, in order to be most effective in supporting the teamUse initiative in day to day problem solving in line with agreed procedures, priorities and standards for the area of workPrepare and develop status reports as required by managementEnsure proper filing of documentsPromote and share ideas for improvement in your area of expertiseSpecific responsibilitiesPerform daily data entry of all received messages though CFM WhatsApp into a Salesforce database. This includes copying and translating messages, date entry into Salesforce standard fields and uploading media (photos, voice notes, etc.) and screenshots of the conversation into the Salesforce database.Assigning cases to relevant focal points through salesforce.Respond to WhatsApp messages by sending standard and customized replies shared by focal points, and update the needed case fields on Salesforce.Highlight incomplete/insufficient CC responses and any technical issues with database or Salesforce to the TL.Any other task as agreed with line manager.QualificationsExperience from working as an Assistant in a humanitarian/recovery contextKnowledge and experience within a relevant administration, craft or technical field and ideally a relevant vocational qualificationPrevious experience from working in complex and volatile contextsDocumented results related to the position?s responsibilitiesFluency in English and Arabic, including strong written English; Experience with translation desiredHigh attention to detail and commitment to producing high-quality workAbility to perform repetitive tasks with a high degree of accuracyExperience with data entry and data management; Able to process large amounts of dataStrong client-focused orientationStrong interpersonal, written and oral communications skills, with ability to express messages clearly and simply to beneficiaries, community members and colleagues.Some background in protection issues in humanitarian contexts and experience in a role involving communicating with distressed and vulnerable people desired.Positive attitude to work, motivated, collegialExperience with case management software desired;Experience working with remote customer service provision (call center, help desk, information number or other similar customer service experience) desiredExperience with Microsoft Office Suite (especially Word, Excel, Outlook, PowerPoint);Proven ability to work well in and promote teamwork, thrive in a multi-cultural environment, be flexible and handle pressure with professional gracePersonal qualitiesHandling insecure environment;Planning and delivering results;Empowering and building trustCommunicating with impact and responseWe can offerCandidates are encouraged to apply early, as applications may be screened prior to the vacancy deadlineContract period: till 31st December 2022 with the possibility of extension subject to fundingDuty Station: This position will be based in the NRC SRO office in AmmanSalary/benefits: According to NRC?s salary scale and terms and conditions* For more information, please see the How to applyApplicants are only considered if holding a Jordanian Nationality & if applying on Webcruiter using this link;

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