وظائف شاغرة لدى منظمة إنسانية غير ربحية في عمان

الاثنين، 19 مارس 2018



تعلن منظمة  Medair في عمان عن حاجتها الى :

Feedback and Complaint Assistant


Summary: 
Your role would be to support Medair’s Monitoring and evaluation processes. You will be expected to receive and manage all phone calls received to the Medair Feedback and Complaint with different methodology of communications, and follow up. To record the calls received and analyse the data to show the trends and reasons for the calls being received. To assist in a variety of monitoring functions required to assist beneficiaries and to evaluate the impact of Medair’s Jordan projects.    
Key Responsibilities:
  • Answer Feedback and Complaint phone on weekdays during working hours
  • Contact beneficiaries as needed, to ensure they receive the correct assistance or to help in the evaluation of Medair’s projects.  
  • Provide accurate and timely information to all beneficiaries and stakeholders
  • Record any complaints and provide a weekly tracking report to the line manager that can be shared with all departments and classification based on the importance and priority.
  • All complaints will be referred to the designated persons and resolved or followed up
  • Manage cases and successfully close each case received.
  • Respond to callers with compassion and confidentiality while upholding Medair’s professional reputation among the community
  • Ability to improve the calling system and provide with suggestions according to needs.
  General Responsibilities
  • To know, understand, and clearly communicate Medair’s core values, programmes, and organisational profile 
  • Facilitate the link between beneficiaries and Medair, providing information and feedback between beneficiaries and the MEDAIR team as appropriate. 
  • To uphold Medair values and to contribute to the wellbeing of the team as an active member
  • Provide translation services when necessary
  • Provide inputs for monthly, quarterly, annual and other reports to Monitoring and Evaluation Unit
  • Be flexible, willing to provide support for the IM/M&E team as needed.
  Applicants must have a good level of written and spoken English, be able to use Excel, be organised and have good communication skills.  Experience of operating a helpdesk or hotline is desirable.    
QUALIFICATION / EXPERIENCE: 
Vocational Qualification 
ESSENTIAL
  • Bachelor’s degree in relevant subject or equivalent professional.
DESIRABLE Training on “Protection from Sexual Exploitation and Abuse”  Training on Core Humanitarian Standards “Complaints & Response Mechanisms”  
Work Experience 
ESSENTIAL
  • 1 year related professional experience
DESIRABLE
  • Experience working in helpdesks/hotlines
  •  Experience of working with NGOs in Jordan.
  •  Experience in report writing in English   
Languages
ESSENTIAL 
  • Good level of written and spoken English 
  • Excellent Arabic.
  • Willingness to improve language skills, spoken and written
DESIRABLE 
  • Excellent English  
SKILLS / ATTRIBUTES: 
Organisational capacity 
ESSENTIAL 
  • Excellently Organized. 
  • Able to prioritise and time manage. 
  • Able to present clear and accurate data.
  • capability to work with multi tasks
DESIRABLE 
  • Self-motivated.  
Communication: 
oral and written 
ESSENTIAL
  • Clear communicator.
  • Excellent capacity to sensibly respond to beneficiary questions and issues.
DESIRABLE 
  • Excellent written communication.   
Team work
ESSENTIAL 
  • Team-player with good inter-personal skills and cross-cultural understanding.
  • Able to work independently.
DESIRABLE
  •  Encouraging, supportive.
  • Previous experience of working in a multi-cultural team.  
Adaptability 
ESSENTIAL Capacity to manage personal stress levels Creative, open-minded, flexible, self-learner Diplomatic and sensitive to humanitarian needs
DESIRABLE Willingness to be stretched professionally and personally Self-Driven  
Non-partisan 
ESSENTIAL
  • Ability to facilitate programme and community interactions regardless of ethnicity, status, gender, origin or affiliation.
DESIRABLE 
  • Sensitive to cross cultural issues and committed to humanitarian work.   
Personal 
ESSENTIAL 
  • Honest, calm and reliable personality. 
  •  Mature respectful attitude. 
  •  Compassionate.
  • Patient, perseverant and enthusiastic.
  • Able to maintain professional confidentiality on behalf of callers
  • The ability to be empathetic and calm the beneficiary.
  • To use an appropriate tone of voice and have excellent phone manner.
DESIRABLE 
  • Desire to be stretched, professionally and personally.   
JOB COMMITMENT 
Working Location: Office in Amman Starting date: 1st May 2018 Duration of commitment: 1 year - with possibility of extending depending on funding.   
Professional references will be checked before offering this position to the successful candidate The successful candidate must be legally allowed to work in Jordan  
Values:
  • Medair’s Values
  • Compassion  
  • Dignity
  • Accountability
  • Hope
  • Integrity
  • Faith