Call Centre Assistant

About the role

UNOPS is hiring a Call Centre Assistant for the UNHCR Humanitarian Helpline Project in Pakistan. The role involves answering and making calls, sharing and gathering information, and ensuring accurate data entry while adhering to confidentiality and protection standards.

Key responsibilities

• Handle inbound and outbound calls for the helpline, operating 7 days a week from 8 am to 8 pm.
• Enter caller information accurately and write clear, concise notes in English.
• Provide empathetic, respectful, and dignified assistance to vulnerable callers.
• Capture and relay timely, accurate information to callers and supervisors.
• Flag urgent issues or cases to supervisors promptly.
• Liaise with other operators and supervisors to deliver relevant information.
• Participate in briefings, trainings, quality‑assurance and performance‑improvement sessions.
• Identify and report information gaps to improve helpline management.

Required profile

• Proficiency in written and spoken English.
• Knowledge of Dari is essential.
• Professional call‑handling ability with sensitivity, neutrality, and patience.
• Commitment to confidentiality, data‑protection, and humanitarian protection standards.

Required skills