Community Contact Center & Feedback Officer

About the role

The Community Contact Center & Feedback Officer is the first point of contact for callers reaching the ICRC. Working within the Community Contact Centre, the officer ensures callers receive accurate information, feel heard, and that their feedback is routed appropriately.

Key responsibilities

• Answer incoming calls using pre‑determined answers provided by specialist departments.
• Identify and filter queries that can be resolved immediately versus those that need escalation.
• Handle confidential or sensitive issues in line with ICRC Code of Conduct and flag them to the line manager.
• Record every interaction in the CCC system and classify information using predefined categories.
• Ensure all feedback, complaints and questions are entered into the system and forwarded to the relevant department for follow‑up.
• Monitor the progress of escalated cases with supervisors to guarantee timely responses.
• Extract, clean and analyse data from the CCC system to produce regular reports on complaints and feedback.
• Support ad‑hoc surveys or verification requests from other departments.

Required profile

• Good overall understanding of ICRC activities and operations in Ethiopia.
• Strong sense of ownership when responding to callers.
• Ability to distinguish between routine queries and issues requiring escalation.
• Awareness of confidentiality requirements and willingness to flag sensitive matters.
• Attention to detail for accurate data entry and classification.

Required skills

• Experience with contact‑centre software (e.g., CCC system).

What we offer

• Opportunity to contribute to a humanitarian mission that saves lives and protects dignity.
• Professional development within an international organization.