Essential Job Details

• Position Title: Call Centre Assistant
• Location: Nairobi, Kenya
• Employment Type: Full-Time
• Number of Vacancies: 1
• Salary: Not specified (Contact employer for details)
• Category/Department: Program/Project Management
• Reporting To: Not specified
• Application Deadline: 17th July 2025, 11:59 PM EAT
• Reference Number: Not specified

Introduction

The Call Centre Assistant role offers an exciting career opportunity for a dedicated professional to support humanitarian efforts by engaging with beneficiaries and ensuring program quality in Nairobi, Kenya. This position involves conducting verification calls, gathering feedback, and managing inquiries to enhance the effectiveness of assistance programs. Ideal for individuals with strong communication skills and a commitment to ethical service, this role contributes to impactful work in conflict-affected communities while fostering accountability and continuous improvement.

About International Committee of the Red Cross

The International Committee of the Red Cross (ICRC) is a global humanitarian organization dedicated to protecting and assisting people impacted by armed conflict and violence. Founded in 1863 and headquartered in Geneva, Switzerland, the ICRC operates in over 100 countries, including Kenya, where it addresses emergencies and promotes international humanitarian law. In Nairobi, the ICRC coordinates regional operations, working closely with the Kenya Red Cross Society to deliver aid such as medical care, water sanitation, and family reunification services. Recognized for its neutrality and independence, the ICRC has received three Nobel Peace Prizes and continues to innovate in humanitarian response, emphasizing collaboration with local partners to ensure efficient aid delivery across diverse Kenyan communities.

Key Responsibilities

The Call Centre Assistant will support beneficiary engagement and program monitoring through structured communication and data management. Key responsibilities include:

• Conduct phone interviews with beneficiaries to verify contact details and confirm receipt of assistance from ICRC programs.
• Assess implementation processes for compliance with ICRC standards and procedures to maintain program integrity.
• Collect qualitative and quantitative feedback from beneficiaries to identify areas for improvement in assistance initiatives.
• Ensure data accuracy by reviewing and cleaning collected information for reliable reporting.
• Provide administrative and operational support to maintain efficient call centre operations.
• Disseminate the hotline number to beneficiaries and encourage feedback on program activities.
• Receive incoming calls via the toll-free feedback line and record caller details for follow-up.
• Categorize inquiries, questions, and complaints into the Community Contact Centre system for appropriate action.
• Classify received information into predefined categories to streamline processing.
• Respond to general questions about ICRC projects or operations with accurate, approved information.
• Resolve complaints within designated timeframes to uphold accountability standards.
• Document all interactions and ensure timely follow-up by relevant departments.
• Monitor feedback trends to contribute insights for program enhancements.
• Collaborate with supervisors to refine questionnaire designs and interviewing techniques.

Qualifications and Skills

The ideal Call Centre Assistant will bring a combination of educational background, practical experience, and interpersonal abilities to excel in this humanitarian role. Required qualifications include:

• Diploma in Business Administration, Community Development, or an equivalent field from a recognized institution.
• Minimum 2 years of experience in a call centre or similar customer service environment.
• Knowledge of call centre telephony and technology for efficient operations.
• Fluency in English and Somali for effective communication with diverse beneficiaries.
• Experience in data management with practical proficiency in MS-Office, particularly Excel.
• Excellent planning, interpersonal, and communication skills to handle sensitive interactions.
• Ability to work independently and as part of a team in a fast-paced setting.
• High level of honesty, integrity, and adherence to ethical principles.
• Strict commitment to meeting reporting deadlines and maintaining confidentiality.

Preferred qualifications:

• Background in humanitarian or development sectors for contextual understanding.
• Familiarity with feedback systems or beneficiary engagement tools.
• Strong analytical skills to interpret feedback and suggest improvements.

Company Culture and Values

The International Committee of the Red Cross promotes a culture of impact, collaboration, respect, and compassion, guiding all operations and employee interactions. Staff are encouraged to embody these values through teamwork in diverse environments, respectful engagement with beneficiaries, and compassionate responses to humanitarian needs. The organization fosters professional growth via training and development, emphasizing neutrality and independence in its work. In Nairobi, the ICRC creates an inclusive atmosphere where employees from varied backgrounds contribute to meaningful change, supported by ethical standards that prioritize accountability and continuous learning.

How to Apply

Apply now for the Call Centre Assistant position. Upload your resume, cover letter, copies of diplomas and certifications, valid license to practice (if applicable), passport, and driving license via the ICRC career portal at Apply Now. Applications must be submitted by 11:59 PM EAT on 17th July 2025. Only shortlisted candidates will be contacted. The ICRC values diversity and is committed to creating an inclusive working environment. For inquiries, contact the ICRC directly, as JobKenya.org is not the employer and cannot process applications.

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Tags

Call Centre Assistant, Nairobi jobs, humanitarian jobs, beneficiary engagement, feedback management, Kenya job vacancies, ICRC careers, data verification, customer support, program monitoring

Detailed Role Overview

The Call Centre Assistant position at the International Committee of the Red Cross provides a vital link between humanitarian programs and beneficiaries in Nairobi. This role focuses on verification assessments and managing feedback lines to ensure assistance reaches those in need effectively. By conducting interviews and processing inquiries, the Call Centre Assistant contributes to data-driven improvements in ICRC’s operations, supporting protection and aid efforts across conflict-affected areas.

Why This Role Matters

As a Call Centre Assistant, your work directly influences the quality of humanitarian aid, ensuring programs are accountable and responsive. By verifying beneficiary information and collecting feedback, you help refine processes that impact lives, from emergency responses to long-term development. This position upholds ICRC’s mandate under the Geneva Conventions, promoting respect for international humanitarian law while fostering trust with communities in Nairobi and beyond.

A Day in the Life

A typical day for the Call Centre Assistant begins with reviewing daily tasks, such as preparing for verification calls or monitoring the feedback line. You might spend the morning conducting phone interviews to confirm assistance delivery, noting feedback on program effectiveness. Afternoons could involve categorizing incoming calls, resolving simple queries, and documenting details in the Community Contact Centre system. Throughout the day, you’ll collaborate with supervisors on challenges, ensuring all interactions align with ethical standards and deadlines.

Career Growth and Learning Opportunities

The Call Centre Assistant role offers substantial professional development in the humanitarian field. Opportunities include:

• Skill enhancement in data management and communication through on-the-job training.
• Exposure to international humanitarian operations, building a foundation for advanced roles.
• Networking with global experts in aid and protection.
• Access to ICRC’s training programs on ethics, compliance, and program management.
• Pathways to positions in monitoring, evaluation, or field coordination.

This entry-point role is ideal for building a career in nonprofits, with potential for international assignments.

Working at the International Committee of the Red Cross

The ICRC’s Nairobi office serves as a regional hub, providing a collaborative environment for the Call Centre Assistant. Located in Kenya’s capital, the office supports operations across East Africa, offering exposure to diverse projects. The work setting emphasizes safety, with resources for staff well-being, and encourages innovation in beneficiary engagement tools.

Tools and Technologies

The Call Centre Assistant will use:

• Telephony systems for handling calls and maintaining logs.
• MS-Office Suite, especially Excel, for data cleaning and reporting.
• Community Contact Centre system for categorizing and tracking feedback.
• Database tools for verifying beneficiary information.

Training ensures familiarity with these technologies, supporting efficient operations.

Alignment with ICRC’s Mission

The ICRC’s mission to protect and assist conflict victims aligns with the Call Centre Assistant role by emphasizing accountability. Your feedback collection supports program adjustments, ensuring aid is neutral and effective, in line with the organization’s commitment to international humanitarian law.

Application Process and Tips

To stand out as a Call Centre Assistant, include:

• Relevant experience in call centres or customer service.
• Language proficiency in English and Somali.
• Examples of data management skills.

Submit early given the 17th July 2025 deadline to careers.icrc.org.

Why Nairobi?

Nairobi’s role as a humanitarian hub makes it perfect for the Call Centre Assistant. The city offers:

• Diverse networks with NGOs and aid organizations.
• Cultural richness, enhancing understanding of beneficiary needs.
• Career prospects in international development.

Commitment to Inclusivity

The ICRC is dedicated to diversity, welcoming varied candidates to the Call Centre Assistant role to enrich perspectives in humanitarian work.

Expanding Your Impact

The Call Centre Assistant extends ICRC’s reach by ensuring beneficiary voices shape programs, leading to better outcomes in health, sanitation, and protection initiatives.

Additional Context on ICRC’s Impact

The ICRC has delivered aid in Kenya since 1977, supporting millions through medical services and family tracing. The Call Centre Assistant contributes to this legacy, enhancing program quality.

Final Notes

The Call Centre Assistant role at ICRC is a chance to make a difference in humanitarian aid. Apply by 17th July 2025 to join a respected organization in Nairobi.

Disclaimer: JobKenya.org is not the hiring company. For any inquiries, please contact the International Committee of the Red Cross directly via careers.icrc.org. Please do not send applications to JobKenya.org, as we are unable to process them. Due to the high volume of inquiries, we may not respond to all messages. Thank you for your understanding.