Community Contact Centre Operator

The International Committee of the Red Cross (ICRC) is seeking a Community Contact Centre Operator for a national/resident position based in the Somalia Delegation Office in Nairobi, Kenya. The role involves managing beneficiary feedback, recording calls, and ensuring timely responses to complaints, requiring a bachelor’s degree, two years of call center experience, and fluency in English and Somali. Applications must be submitted to the employer site by the closing date of 19th November 2026.

Job description

COMMUNITY CONTACT CENTRE OPERATORWhat we do

Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence.

In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people – helping those who need it most, regardless of who they are and what side of the front line they are on.

We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.

Purpose

The Community Contact Centre (CCC) Operator contributes to the implementation of the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. The job holder ensures information is recorded, follow up is made and that beneficiaries are provided with appropriate and timely feedback.

This is a national/resident position based in Somalia Delegation Office in Nairobi, Kenya.

Accountabilities & functional responsibilities

Ensures all exchanges with affected people, feedback, complaints, questions and responses are fed into the Community Contact Centre (CCC) system, classified into pre-determined reference categories and is followed up by the relevant department specialists

Follows up referred complaints and feedback with the supervisor to ensure a timely and appropriate response to affected people

Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities

Ensures complaints are resolved and closed within the appropriate timeframe

Records the details of each call in the appropriate databases/software

Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements

Performs thorough cleaning of recorded information to ensure the quality of data in the system

Prepares and submits regular reports to the supervisor informing of the progress, observations, highlights challenges and gives recommendations

Participates in multi-disciplinary field activities with other departments and collects real-time feedback from community members, when need be

Skills and qualifications

Certifications / Education required

Bachelor`s degree

Professional experience required

2 years’ experience in call center environment, with knowledge of call center telephony and technology

Experience in data management and practical knowledge of MS-Office (particularly Excel)

Desired profile and skills

Excellent organizational and planning skills

Good interpersonal and communication skills

Ability to work independently and/or within a team

Possessing high level of honesty and integrity, and guided by strong ethical principles

Strict adherence to reporting deadlines

Excellent knowledge of political, social, economic and cultural aspects in Somalia

Fluency in written and spoken English and Somali language, particularly in Maay and Maxaatiri

Proficiency in MS Office suite

Flexibility and willingness to travel within Somalia

Language

English

Somali