Job Vacancy: Job title: Call Centre Agent, Nigeria (Consultant)
Job description: Role: Call Centre Agent, Nigeria (Consultant)
The Call Center Agent will play a central role in ensuring that GiveDirectly delivers a gold-standard product to donors and a positive experience to recipients. Call Center staff are responsible for managing GiveDirectly’s contact hotline and for monitoring our recipients after they have received transfers to ensure safe receipt and resolve any resultant challenges. The Call Center Agent will be responsible for ensuring high quality customer service and effective implementation of follow up processes.
The Call Center Agent will carry out and support a variety of activities, including answering recipient calls and following up on any reported issues to deliver GiveDirectly’s cash transfer project. Part of the Agent’s responsibility includes supporting the Associate Field Manager in day-to-day call center operations, including work planning, risk assessment and recipient protection.
GiveDirectly holds highly the value of keeping recipients as the priority of our work and always ensuring recipients are satisfied with how the organization relates with them. The Call Center Agent ensures eligible recipients are safeguarded, their rights are protected and that GiveDirectly is accountable to the populations it serves.
The role will reward high-quality judgment on operational questions and challenges, work ethic, communication skills, and a strong commitment to GiveDirectly’s mission and model. This is a 5-month contract position to start, with the opportunity to extend depending on funding availability and performance. The role will reward exceptional communication skills, attention to detail, and organizational skills.
Reports to: Call Centre Manager
Level: Officer
What you’ll do:
Manage call-center workflow
- Ensure resolution of problems raised by recipients
- Maintain high quality customer experience in responding to calls
- Be a representative of GiveDirectly with recipients by solving any issues or concerns that may arise
Support GiveDirectly’s fraud and safeguarding processes
- Ensure close coordination with the Recipient Safeguarding and Advocacy team to refer any safeguarding or fraud cases
- Coordinate with field teams to ensure timely follow up and investigation
What you’ll bring:
- Alignment with
and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity. We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve * Must speak Igala and English. Speaking and understanding of Hausa & Yoruba is an added advantage
- Minimum of a diploma or degree in relevant field
- Previous working experience in the field with vulnerable communities (1-2 years minimum)
- Empathy, honesty, and the highest standards of integrity
- Technological literacy – ability to use a laptop and relevant software to accurately record call details
- Strong interest in advancing the distinctive values and mission of GiveDirectly
- Fluency in local languages and excellent communication skills
- Patience and good judgment in resolving recipient problems
Compensation
At GiveDirectly, we strive to pay our employees generously and equitably. We use an accredited third party salary aggregator to ensure that staff’s total compensation package (base compensation + bonus) falls within the 75th percentile of similar roles, at similar organizations. We also have a no negotiation policy to ensure we are paying staff equitably across roles.
GD Values
Recipients first. We prioritize recipient preferences over donor preferences or our own.
Team Next. We do what is best for the success of the organization – not the individual.
Be proactively candid. We say what we believe and are honest in sharing information.
Create positive energy. We strive to be a source of energy – not drain it – for our colleagues.
Think rigorously. Act Quickly. We are intellectually rigorous and oriented towards action – not debate.
Know yourself and grow. We recognize and accept our imperfections with a focus on growth
Accept reality. Propose solutions. We don’t dwell on problems. We are actively working to create solutions.
Be productively ambitious. We take the risk of pursuing industry-changing successes, not marginal advancements.
Why work at GiveDirectly?
At GiveDirectly, we work to ensure that you have everything you need to excel in your role and on your team, including:
- A positive and supportive team with opportunities for advancement
- A demonstrated commitment to helping all staff develop and grow
- A robust health benefits plan (exact details will vary by country)
Location: Abuja, FCT
Job date: Sat, 09 Mar 2024 05:13:54 GMT
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