The ICRC is a neutral, impartial and independent organization, which has been working in Iraq for more than 30 years. Its exclusively humanitarian mission is to protect the lives and dignity of victims of war and internal violence and to provide them with assistance. The ICRC endeavors to alleviate suffering by promoting and strengthening International Humanitarian Law and universal humanitarian principles.

The Community Contact Centre Operator is the primary point of contact between a caller and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. In particular, the Contact Centre Operator, must maintain a good overall understanding of the ICRC’s activities and operations in Iraq, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require more detailed follow-up. 

Major Duties and Responsibilities:

• Respond to the calls , enquiries, and comments.
• Confidentiality required when dealing with the caller information.
• Understand the concerns/ issues of the caller and and decide on whether to be addressed or required close follow up or referrals.
• Data Collection for each call in the appropriate databases / software;
• Determines eligibility according to the listed requirements.
• Follow up on cases referred to other departments to ensure timely follow-up.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Be available for field missions to become better acquainted with ICRC operations in Iraq.
• Participate in monitoring activities for ongoing projects.

General Duties:

• Understands and adheres to the seven Fundamental Principles of the International Red Cross and Red Crescent Movement.
• Understands and adheres to the ICRC Code of Conduct.
• Understands the roles of the components of the International Red Cross and Red Crescent Movement.
• Respects and observes staff regulations and security rules at all times.
• Represents the ICRC in a professional manner at all times.

Minimum Required Qualifications and Experience:

• High school diploma, university degree or relevant professional experience;
• 2–3 years' experience, for instance as a social worker or similar;
• Excellent knowledge of written and spoken English, Kurdish Badini, and Arabic;
• Proficiency in Office applications, including Word, Excel, Power Point, Explorer;
• Very good communication skills;
• Teamwork and collaboration;
• Personal commitment, efficiency, flexibility and drive for results;
• strong ability to work under pressure.

ICRC Remuneration and Social Benefits: We offer

• A monthly salary with benefits including (13^th salary, medical coverage, training opportunities and social security scheme)

• The opportunity to practice your profession in an international, humanitarian and multicultural environment

• Support you through ongoing learning and development opportunities

The successful candidate will submit to a three month probation period.

To Apply

Interested candidates should forward the following to (BAG_hrservices@icrc.org)

• Updated Curriculum Vitae
• A cover letter stating why you think you have the necessary skills and qualifications
• Salary expectations

Please indicate the post title you are applying for. Applications will only be accepted with valid residency and work permit in Iraq.

Due to the large number of inquiries we receive, only candidates who have met the required experience & qualifications for this position will be contacted immediately.

As ICRC, we are convinced that diversity makes us better at what we do: it enables us to form close relationships with wide-ranging communities and develop the best solutions for the people we work with. We make a conscious effort to have diverse teams with regards to age, disability, race, ethnicity, religion and sexual orientation and particularly in terms of gender as women make up more than 20 % of our staff and are encouraged to apply.

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The International Committee of the Red Cross (ICRC) is an impartial, neutral and independent organization

whose exclusively humanitarian mission is to protect the lives and dignity of victims of war and internal

violence and provide them with assistance. Please visit our website for further information: www.icrc.org

No Fee:

ICRC DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS INCLUDING (APPLICATION, INTERVIEW MEETING, OR PROCESSING).