Senior Call Center Assistant

UNHCR

Algiers, Algeria
Fully remote
Call centre functions effectively
Provide information on assistance
Answer case status questions
The UNHCR is seeking a Senior Call Center Assistant for its Algiers office to manage call center operations, provide assistance to refugees, and ensure effective communication of available services. The role requires strong communication skills in Arabic, French, and English, along with a background in client support or case management

Job Summary

  • The Senior Call Centre Assistant will ensure that Call Centre functions are carried out effectively, producing as necessary daily, weekly, and monthly reports on the implementation of the Call Centre activities.
  • The incumbent will provide counselling to individuals by telephone, as well as through the protection-dedicated functional e-mail box.
  • The incumbent is additionally responsible for providing support to RSD case processing, enabling triage and scheduling, as well as preparing complete files for RSD examination.

Matching Summary

Match Score: 85

The UNHCR is seeking a Senior Call Center Assistant for its Algiers office to manage call center operations, provide assistance to refugees, and ensure effective communication of available services. The role requires strong communication skills in Arabic, French, and English, along with a background in client support or case management.

Skills & Requirements

Must-have

  • Call Centre functions effectively
  • Provide information on assistance
  • Answer case status questions
  • Refer protection emergencies
  • Handle inbound calls professionally
  • Manage protection functional e-mailbox
  • Protection-sensitive triage

Nice-to-have

  • Assist in face-to-face counselling
  • Support RSD case processing
  • Contribute to process improvement
  • Work with diverse cultural backgrounds
  • Familiarity with ProGres v4

Key Requirements

  • High School Diploma with 2 years of relevant experience
  • Bachelor’s degree with 1 year of relevant experience
  • Minimum 2 years of professional experience
  • Knowledge of Arabic, French, English

Work Rights

Not specified

Tailored Resume

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