Business Support Assistant: CFM Intake Operator, SC4 at World Food Programme – HARARE
Employer: World Food Programme | Location: HARARE | Category: Administration & Office Support
Job Description
The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change. At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.
ACCOUNTABILITIES/RESPONSIBILITIES:
-Man, the WFP tollfree hotline for eight hours a day from 08:00hours to 17:00hours Monday to Friday in local languages (Ndebele and Shona).
-Use the WFP tollfree number exclusively for the intended purpose.
-Keep the handset and simcard and any hotline information in a safe and secure place e.g. a lockable drawer/safe.
-Be courteous when receiving calls and assure person giving feedback that their information will be treated in strict confidence, remembering at all times that you are answering calls on behalf of the World Food Programme.
-Seek the caller’s consent first before recording their personal identification information. It should be explained to caller why their personal details are being taken.
-Document all feedback using the agreed templates. The following information should be captured: Log number, Date, Hotline User, Partner, Intervention, CSP activity number, Programme, Field office, District, Ward, Village/ Suburb, Mobile number, Sex of hotline User, age, Nature of feedback, Details of the issue.
-Categorise all calls based on priority and escalate severe issues within 24 hours.
-Update status of all cases in the database that is whether open or closed.
-Maintain daily log sheets on the total number of missed calls, total number of answered calls, dropped calls, average number of answered calls per hour.
-Prepare a reporting brief at the end of each month and highlight trends/issues occurring during the assignment.
-Undertake other duties as agreed with the head of the Research, Assessment and Monitoring Unit.
ACCOUNTABILITIES/RESPONSIBILITIES:
-Man, the WFP tollfree hotline for eight hours a day from 08:00hours to 17:00hours Monday to Friday in local languages (Ndebele and Shona).
-Use the WFP tollfree number exclusively for the intended purpose.
-Keep the handset and simcard and any hotline information in a safe and secure place e.g. a lockable drawer/safe.
-Be courteous when receiving calls and assure person giving feedback that their information will be treated in strict confidence, remembering at all times that you are answering calls on behalf of the World Food Programme.
-Seek the caller’s consent first before recording their personal identification information. It should be explained to caller why their personal details are being taken.
-Document all feedback using the agreed templates. The following information should be captured: Log number, Date, Hotline User, Partner, Intervention, CSP activity number, Programme, Field office, District, Ward, Village/ Suburb, Mobile number, Sex of hotline User, age, Nature of feedback, Details of the issue.
-Categorise all calls based on priority and escalate severe issues within 24 hours.
-Update status of all cases in the database that is whether open or closed.
-Maintain daily log sheets on the total number of missed calls, total number of answered calls, dropped calls, average number of answered calls per hour.
-Prepare a reporting brief at the end of each month and highlight trends/issues occurring during the assignment.
-Undertake other duties as agreed with the head of the Research, Assessment and Monitoring Unit.
Requirements & Qualifications
- Completion of secondary school education. A post-secondary social sciences certificate in the related functional area is desirable.
- Minimum four years relevant experience with additional years of related work experience and/or training/courses.
- Experience in customer service, call centre operations, beneficiary services, programme support, or complaint management.
- Experience working with databases, case management systems, or information management platforms.
- Previous experience in humanitarian or development organizations is an advantage.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
- Strong data management and reporting skills.
- Excellent verbal and written communication skills.
- Ability to communicate effectively in English and local languages.
- Ability to work under pressure and manage high call volumes.
- Excellent oral and written communication skills in English, Shona and Ndebele is essential.
- Minimum four years relevant experience with additional years of related work experience and/or training/courses.
- Experience in customer service, call centre operations, beneficiary services, programme support, or complaint management.
- Experience working with databases, case management systems, or information management platforms.
- Previous experience in humanitarian or development organizations is an advantage.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
- Strong data management and reporting skills.
- Excellent verbal and written communication skills.
- Ability to communicate effectively in English and local languages.
- Ability to work under pressure and manage high call volumes.
- Excellent oral and written communication skills in English, Shona and Ndebele is essential.
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