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Call Center Officer

Category: Customer Support/Call Centre
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Job Description

2Pi-Jobs is acting as an Employment Agency in relation to this vacancy.
The Call Center Officer is responsible for ensuring high-quality project implementation processes and functions in line with all relevant standards, SOPs, and guidance. The information database will collect, curate, and develop information products on available services, humanitarian/development activities, and other topics relevant to crisis-affected people and communities, and that are necessary for effective operation. This position reports to the Content Development Manager.

Job Responsibilities

  • Case registration, referral, and management
  • Interact with crisis-affected people and communities, either in-person or remotely representing project through various feedback channels including telephone, messaging apps, social media, email, and other in-person and remote channels, to understand their questions, concerns, needs, and other types of issues or feedback.
  • Accurately and fully register feedback received through various communication channels in the project digital case management system.
  • Using relevant SOPs, determine appropriate process steps for registering feedback cases, including answering questions and providing tailored responses to inquiries, opening and closing of cases, flagging for management review, and case referral to participating organizations.
  • Follow instructed procedures for handling sensitive cases including allegations of misconduct, sexual exploitation and abuse (SEA), fraud, corruption, and theft in a timely, confidential, and victim-centered manner.
  • Review cases actioned by participating organizations for quality and adherence to project standards.
  • Ensure timely loop closure for cases, providing final communication to users in line with documented consent and all relevant SOPs.
  • Display professional call-handling skills at all times, demonstrating sensitivity, neutrality, patience, and adherence to confidentiality and data protection/privacy principles.
  • Apply relevant Personal Data Protection and Data Privacy framework to all aspects of the data flow process, in all interactions with users, and timely report on all data breaches.
  • Project Operation and Strengthening
  • Support processes for qualitative/quantitative trend analysis and reporting.
  • Support development and improvement of project operational documents, procedures, and tools to improve operational effectiveness and service quality.
  • Proactively identify and report to the Manager for improvement of project, including but not limited to the accuracy and quality of information shared with users, technical platform issues, improvements to data intake form, procedures of how to manage difficult cases and users.
  • Proactively seek guidance from Manager as required.
  • Participate in regular training to enhance performance.
  • Perform any other job-related tasks assigned by the supervisor.

Other Educational Qualification

University degree in Business Administration, Social Sciences, information management with special focus on client/customer services management or other related functional areas, is required.

Skills

  • Minimum of 2-4 years’ experience in client/customer service functions or social work.
  • Work experience with a UN agency or internation organization, or applied knowledge of the humanitarian, development and/or peace building architecture would be an asset.
  • Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to transmit clear messages (required).
  • An understanding of the subtlety of language and an ability to apply communication guidelines in written responses.
  • A typing speed of 30 words per minute.
  • Strong computer proficiency and well acquainted with basic software tools - can navigate autonomously in Windows, Android, Skype, Microsoft Suite and Google docs.
  • An understanding of the power and importance of accurate information and the ability to exercise strong judgement in ensuring all answers are accurate.
  • Knowledge of social media platforms, especially Facebook, and cultural use of these platforms.
  • Knowledge of Core Humanitarian standards, accountability and community; engagement practices and methodologies in the humanitarian sector (desired).
  • Ability to follow procedures and instructions and multi-task in a professional manager while meeting targets in a high-pressure environment (desired).
  • Capacity and attitude to learn quickly (desired).
  • English: Professional working proficiency (both written and verbal communication).
  • Burmese: Proficiency (both written and verbal communication).
  • Others: Proficiency in other ethnic languages is preferable.

Salary

  • Negotiable

Posted By


IRC - International Rescue Committee

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Job Summary

  • Salary: Negotiable
  • Job Type: Full Time
  • Job Location: Yangon, Myanmar
  • Employment Type: Permanent
  • Experience: 2 to 4 Year (s)
  • Vacancy: 01
  • Job Level:Mid
  • Gender: Any
  • Published on:September 8, 2026
  • Application Deadline: October 9, 2026
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About the Company

  • Company Name: IRC - International Rescue Committee
  • Address: 122 East 42nd Street, New York, New York
  • Website: https://www.rescue.org
  • The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, IRC offers life-saving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in more than 40 countries and 22 U.S. cities, IRC restores safety, dignity, and hope to millions uprooted by conflict or disaster. IRC leads the way from harm to home. In 2007, the IRC began providing humanitarian assistance to vulnerable and crisis-affected people in Jordan in response to an influx of Iraqi refugees and the strain on host communities. Following the eruption of the Syrian war in 2011, hundreds of thousands of refugees crossed into Jordan. The ongoing insecurity in Syria and the growing needs of refugees have strained Jordan’s resources and infrastructure and exacerbated pre-existing issues like water scarcity and high unemployment.  As resources become more limited, refugees and host communities have fewer economic opportunities and become more vulnerable. The IRC’s new strategy for Jordan shows our commitment to improving the safety, health, education, and economic well-being of people affected by conflict, in camp-based (Za’atari, and Azraq camps) refugees and urban-based refugees, and in coordination with the humanitarian community and the Government of Jordan.


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