Deadline for ApplicationsNovember 27, 2025
Hardship Level (not applicable for home-based)A (least hardship)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA4
Target Start Date2026-01-01
Terms of ReferenceThe Contact Centre Assistant is a member of the UNHCR Protection Unit, reporting to the Contact centre Associate and to a senior protection colleague. The role involves responding to refugees and asylum seekers queries, assistance requests and complaints addressed to UNHCR through phone, WhatsApp, and email.
Duties and Responsibilities
- Respond to calls and other messages received in a kind, helpful, and professional manner.
- Provide counselling to refugees.
- Complete individual assessments and refer cases to protection colleagues or UNHCR partners for assistance, as needed.
- Meet set targets and KPIs
- Perform other related duties as required.
Minimum qualifications required
Work experience:
- Mandatory: 1-year relevant experience with High School Diploma; or Bachelor or equivalent or higher
- Desirable: Relevant professional job experience including previous experience working in a contact Centre setting is a strong added advantage.
Language Requirements
Arabic and French are required while working knowledge of English is desirable.
Accountability
All UNHCR staff members are accountable for performing their duties as reflected in their job descriptions and in line with UNHCR's regulatory framework, including the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions, and relevant accountability frameworks. Staff members must discharge their responsibilities consistent with UNHCR’s core values of professionalism, integrity, and respect for diversity.
Standard Job Description
Required Languages
,
,
Desired Languages
,
,
Additional Qualifications
Skills
Education
Certifications
Work Experience
Other informationThis position doesn't require a functional clearance
RemoteNo