Community Contact Center & Feedback Officer

About the role

The Community Contact Center & Feedback Officer serves as the first point of contact for callers reaching out to the ICRC in Ethiopia. This front‑line position ensures that callers receive accurate information, feel heard, and that their concerns are directed to the appropriate ICRC departments.

Key responsibilities

• Answer incoming calls using pre‑determined answers provided by specialist departments.
• Identify and route inquiries that require escalation or specialist handling.
• Handle confidential and sensitive information in accordance with ICRC policies.
• Record each interaction in the Community Contact Centre (CCC) system and classify information using predefined categories.
• Flag urgent complaints, code‑of‑conduct violations, or issues needing delegation management attention.
• Follow up on escalated cases with supervisors to ensure timely responses.
• Compile, clean, and analyse CCC data to produce regular feedback and complaints reports.
• Support ad‑hoc surveys or verification requests from internal departments.

Required profile

• Strong understanding of ICRC activities and operations in Ethiopia.
• Ability to distinguish between routine queries and issues requiring escalation.
• Excellent communication skills and a sense of ownership when responding to callers.
• Attention to confidentiality and sensitivity when handling complaints.
• Collaborative attitude for working with internal operators, field leaders, and external stakeholders.

Required skills

What we offer

• Opportunity to contribute to humanitarian work with a globally recognised organization.
• Professional development within a multicultural environment.