The International Committee of the Red Cross (ICRC)

Contact Centre Operator

Job Expired

Job Overview

The International Committee of the Red Cross (ICRC) is a neutral and independent international humanitarian organisation, which assists and protects victims of armed conflicts and other situations of violence. The ICRC is currently looking for staff for its operations in Iraq.


ICRC offers:

  • By joining our organization, you will have an opportunity to practise your profession in stimulating, complex, and sometimes challenging environments, where your work can make a difference.
  • You will work with colleagues from various fields of expertise in a cross-cutting manner to help victims of conflict and other situations of violence. You will be dealing with humanitarian situations that require experience, resourcefulness, and innovation to achieve the best possible impact.
  • You will work for the oldest major international humanitarian organization in the world, adding to your sense of achievement in alleviating the suffering of people and communities and giving you the chance to promote humanitarian values in these turbulent times
  • You will benefit from a competitive employment package, including different possibilities for career and personal development. You will take part in an onboarding course and follow continuous training, to build your career within the ICRC and beyond.
  • The competitive compensation package, a monthly salary with benefits including (13th salary, end of service indemnity, medical coverage, life insurance, a mobility allowance, and social security scheme).


Job Title: Community Contact Centre Operator

Level: B1

Duty Station: Iraq – Baghdad

Reports to: Community Contact Centre Supervisor

Duration of Contract: One-year fixed term contract (with the possibility of renewal to an open-ended contract where performance and competencies are key to be selected for further contractual continuity)

Date of Issue: 20 April 2021

Deadline for applications: 03 May 2021



The Contact Centre department is responsible for improving the access to the ICRC for the affected populations in Iraq. The Contact Centre will receive questions, complaints, and comments from callers from around Iraq in connection with their humanitarian needs and ICRC activities. The Contact Centre will also share information on ICRC programs and criteria for eligibility with callers, at times pro-actively and will occasionally also carry out small surveys on behalf of the ICRC.


The Community Contact Centre Operator is the primary point of contact between a caller and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. In particular, the Contact Centre Operator, must maintain a good overall understanding of the ICRC’s activities and operations in Iraq, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require more detailed follow-up.


Key Responsibilities:  

  • Respond to the calls, enquiries, and comments.
  • Confidentiality required when dealing with the caller information.
  • Understand the concerns/ issues of the caller and decide on whether to be addressed or required close follow up or referrals.
  • Data Collection for each call in the appropriate databases / software.
  • Determines eligibility according to the listed requirements.
  • Follow up on cases referred to other departments to ensure timely follow-up.
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
  • Be available for field missions to become better acquainted with ICRC operations in Iraq.
  • Participate in monitoring activities for ongoing projects.


Education and Professional Experience required:

  • High school diploma, university degree or relevant professional experience;
  • 2–3 years’ experience, for instance as a social worker or similar;
  • Very good knowledge of written and spoken English and Arabic. Kurdish Badini, is a strong assist;
  • Proficiency in Office applications, including Word, Excel, Power Point, Explorer;
  • Very good communication skills;
  • Teamwork and collaboration;
  • Personal commitment, efficiency, flexibility and drive for results;
  • strong ability to work under pressure

More Information

  • This job has expired!