10 Call Operator Positions by IDLG in Kabul - Independent Directorate of Local Governance (IDLG)

Description

About Independent Directorate of Local Governance (IDLG):

IDLG was established by a Presidential decree in June 2007. It reassigned the responsibilities of the Civil Administration unit of the Ministry of the Interiors to a newly-built independent directorate. The responsibility for supporting Provincial Councils was also delegated to IDLG through that Presidential decree, making a sole structure responsible for sub‐national governance in Afghanistan.

Job Details:

Position Title: Call Operator

Job Location: Kabul

Nationality: National

Category: Monitoring and Evaluation

Employment Type: Full-time

Salary: As per the salary policy

Vacancy #: REACH/IDLGHR/008

No of Positions: 10

Organization: IDLG

Contract duration: Seven months

Working experience: 2 years

Gender: Any

Expiry date: 19 October 2020

About the CCNPP and Reach/ Dastar Khan-e- Mili Project:

The Citizens' Charter is an inter-ministerial, multi-sectorial NPP, where Ministries have collaborated to provide basic services to urban and rural communities across the country.

The REACH/Dastar Khan-e- Mili project is designed to provide relief to the urban and rural communities in need to reduce the poverty level in the face of the COVID-19 pandemic.

The REACH Project is divided into four COMPONENTS, as follows:

Ist C: REACH Rural

2nd C: REACH Urban

3rd C: REACH Kabul

4th C: Project Management, Communication, and Monitoring

IDLG is responsible for the Management of component 2 of the REACH program in the fourteen cities. The incumbents will work in the realm of this project as Call Operators.

Job Description:

• Answer incoming calls
• Respond to basic questions regarding the program or where to gain information
• Enter all incoming complaints into the complaint registration book and database
• Classify all incoming grievances
• Refer the analyzed protest to the related entities
• Connect calls to appropriate resources
• Document all call information in line with standard operating procedures.
• Follow up on complainant calls.
• Respond efficiently and accurately to callers, clarifying possible solutions, and ensuring that the complainant feels supported and valued.
• Obtain and evaluate all relevant data to cope with complaints and inquiries.
• Feed the result back to the complainant
• Produce reports on a daily basis to the supervisor
• Other duties as assigned

Job Requirements:

• 12th Grade/High School along with 2 years of experience

How to apply?

Qualified interested afghan applicants can submit their updated CV with a comprehensive Application Letter, including a phone number or address. Please email your application to:

Submission Email:

Please include the [vacancy number, position title, and the job location you are applying for] in the subject line of your email, or else your application would be turned down.

Only short-listed applicants will be contacted for a written test.

Note: female applicants are strongly welcome to apply for these positions.