Position Title: Call Center Representative – Church World Service (CWS)

February 7, 2023

Reports To: Call Center Supervisor

Division: Church World Service Africa

Department: Programs, Refugee Communications

Job Location: Nairobi, Kenya

Grade Level: Grade 4, Assistant, National

Introduction: Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement and disaster. CWS does not discriminate on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.

Primary Purpose:

This position is responsible for answering incoming calls and making outbound calls at RSC Africa from refugee applicants in the USRAP to answer inquiries and questions, troubleshoot problems, and provide information under the direction of the Call Center Supervisor, in accordance with the USRAP Guidelines, RSC Africa SOPs and Call Center Quality assurance guidelines.

Essential Duties:

Maintains high performance standard based on a thorough knowledge of and adherence to established RSC Africa, CWS/IRP, DOS/PRM, USCIS, and UNHCR policies and procedures regarding current refugee processing eligibility criteria, START database, and file management guidelines.
Complete all tasks related to refugee outbound and inbound calls as received or assigned by the unit Supervisor, ensuring adherence to USRAP Compliance and Integrity module on what can be shared via phone.
Ensure all inbound calls are answered, outbound calls are completed and the abandoned or dropped calls are returned ensuring adherence to RSC Standard Operating Procedures.
Correspond with refugee applicants on phone as required to pass information and respond to inquiries and in line with the USRAP Compliance and Integrity module.
Develop proficiency in START application and maintain complete and accurate records in the Customer Relationship Management (CRM) system following all telephone communications.
Navigate START and fileserver resources to research quickly and respond appropriately to each caller’s unique needs.
Achieve and met the set minimum requirements in relation to number of inbound and outbound calls, call quality, percentage of calls resolved on first attempt among other objectives set for the Call Center.
Calmly and appropriately respond to safety and protection concerns which callers may raise.
Obtain refugee applicant information by answering telephone calls, verifying biographic information and fielding inquiries.
Updates the CRM system per Call Center standard operating procedures.
Manage large amounts of inbound and outbound calls in a timely manner
Follows communication response templates and call scripts when handling different inquiries.
Performs additional duties and special assignments as needed to facilitate the efficient operation of the Call Center at RSC Africa.

Qualifications:

Experience:

Five (5) years of paid work experience is required.
1 year of USRAP case processing experience and/or 4 years of Call Center paid work experience required.
Second language an advantage; Somali, French, Amharic, Kinyarwanda, Kiswahili or Arabic preferred.
Working with Interpreters preferred.

Skills:

Strong written and verbal English skills.
Demonstrated computer skills, especially Microsoft Word, Excel and Outlook.
Strong organizational and time management skills.
Strong interpersonal skills.

Abilities:

Manage large and diverse workload under pressure with competing priorities.
Maintain the integrity of official records;
Analyze and solve complex problems and make sound decisions;
Work with minimal supervision
Maintain a high performance standard with attention to detail;
Work independently and contribute to overall operations of RSC Africa;
Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
Strong English communication skills, both written and oral.
Ability to work in a multi-cultural environment required.
Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.

Education & Certifications:

Bachelor’s Degree required or four (4) years of paid work experience in lieu of a Bachelor’s degree required.

Special Requirements:

COVID Vaccination is strongly recommended for all successful candidates
The candidate should be of good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa
This position is based in Nairobi, Kenya.
This position requires use of laptops at all time, competence in Microsoft office packages is required.
This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program
Background check which includes references and an educational and criminal check is required before the start of employment
A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel.
Physical: This position requires bending, squatting, crawling, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying heavy loads.
Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.
This is a full time position.
All employees should be prepared to work from the CWS office within their location of hire. Remote work arrangements may vary depending on location and the governing rulings regarding the COVID-19 pandemic.