VACANCY ANNOUNCEMENT

Post Title:                                             Hotline Assistant

Organization:                                       Welthungerhilfe (WHH)

Location:                                              Gaziantep, Turkey

Duration:                                              1 year with the possibility of extension (2 months probation)

Starting:                                                ASAP

Application closing Date:                    11/02/2019

Position Summary:

The Hotline Assistant will be responsible to answer calls to the WHH hotline in a professional and friendly manner. He/she will be responsible to ensure that all calls are recorded in a systematic way, and that appropriate follow up is provided in a timely manner.

Description of duties:

Hotline Assistant will provide support for different project activities

The duties for the Hotline Assistant, in detail, will be;

The Hotline Assistant will be responsible to answer calls to the WHH hotline in a professional and friendly manner. He/she will be responsible to ensure that all calls are recorded in a systematic way, and that appropriate follow up is provided in a timely manner.

Technical advice and guidance:

• Responsible for answering calls to Welthungerhilfe’s hotline and follows internal procedures to provide information and advice to callers in a friendly, patient manner.

Manage a quality service

• Keeps up-to-date with services and resources available within Welthungerhilfe and across partners to ensure accurate advice is provided to callers.
• Collaboratively work with other relevant colleagues from the office, to ensure trends reported through the hotline are kept track of, and that emergency cases are forwarded to the respective team.

Reporting and recording

• Maintains accurate and confidential record of calls
• Provides regular and accurate reporting as required

General

• Respects data confidentiality of beneficiary data
• Maintains professional boundaries at all times.
• Handles calls in a friendly, professional manner, even when under stress

In addition to the above, the Hotline Assistant might be asked to carry out other duties requested by the Head of Project, or the MEAL department in Gaziantep, or other colleagues as seen fit

Skills& Qualifications:

An excellent command of Arabic, good English language skills. Turkish is an asset.  

Required Qualifications:      

• Education: College or better.
• Work Experience: Minimum 1 year professional experience in similar positions.
  • Experience in the humanitarian sector in Turkey is an advantage,
  • Knowledge of the Turkey refugee context (Syrian and non-Syrian) a distinct advantage.
• Skills/knowledge: Attention to details, Good computer skills (MS Word, MS Excel, Outlook at a minimum),
• Personality requirements: Stress resistance, to stay calm and polite even in high workload situations. Ability to handle all types of calls/problems in a non-judgmental and friendly manner. Good communication skills to clearly communicate on the phone. Honest, hardworking and a self-motivated person able to work in a dynamic environment.
• Language Skills: An excellent command of Arabic, good English language skills Turkish is an asset.  

The Hotline Assistant will be obliged to maintain confidentiality regarding all information obtained in the course of his/her work during the employment at Welthungerhilfe and thereafter.

Submission Guidelines:

The applicants should submit a cover letter and CV in English with the subject Job Application – Hotline Assistant (SYR1067) to the email provied in the apply button no later than 11 February 2019 

Only short-listed candidates will be contacted.

WHH reserves the right to recruit a candidate who matches the required profile before the above deadline.