Introduction

Jordan, through its Compact presented at the February 2016 London Conference “Supporting Syria and the Region” has now pledged to deliver up to 200,000 working permits to Syrian refugees.

While envisaged investments and expanded trade in Jordan resulting from the London Conference it will create jobs in the long term, and it is of crucial importance to allow for both Syrian refugees and vulnerable Jordanians to secure decent livelihoods in the meantime. To this end, the programme “Employment through Labour Intensive Infrastructure in Jordan” was introduced through the funding by the Government of Germany through the German Development Bank, KfW. It aims to support the Government of Jordon in creating immediate jobs through Employment Intensive Investment Programme (EIIP) for both Syrian women and men refugees and members of their host communities, through increased employment while also improving local infrastructures.

The Helpline assistant will be responsible for receiving helpline phone calls and the grievance email address and ensuring that all legitimate enquiries are properly addressed or redirected as necessary and entering the data accurately into Excel sheets for documentation and generate reports.

The assistant will report to the CTA but will refer to the ES safeguard Officer for daily coordination. S/he will work in close collaboration with the rest of the project team.

Reporting lines:

The assistant will report to the CTA but will refer to the ES safeguard Officer for daily coordination. S/he will work in close collaboration with the rest of the project team.

Description of Duties

The project is focusing on establishing a new grievance mechanism to receive and respond in a proper manner to complaints and enquiries from its many stakeholders. It is therefore proposed that a helpline mechanism is established which can receive and respond promptly and correctly.

Helpline Assistant duties:

1. Receiving \ answering phone calls from the complainants
2. Processing the complaint log sheet by reviewing data for deficiencies.
3. Be an efficient and reliable source of information.
4. Be able to resolve customer complaints and grievances efficiently.
5. Update the complainants on their complaints.
6. Follow up on the complaint status
7. Be the guardian of grievance email address and ensure that all legitimate enquiries are properly addressed or redirected as necessary.
8. Identify areas of improvement within the unit.
9. Keep a record of customer feedbacks and typical queries.
10. To provide customized services.
11. Collecting all the complaints\queries information in complaint log sheet and submit it to the ES safeguard officer.
12. Preparing the monthly report that includes number of calls, complaint and queries
13. Provide support to the ES safeguard officer in collecting data and complaint management
14. Any other duties requested by the project.

Required qualifications

Education

The candidate should have a minimum of completion of secondary school education.

Experience

At least two years of relevant professional experience at the national level, ideally in working with international organiztions involving call center services, practical exoerience in dealing with administrative quesries and customer services. Strong familiarity in working with MS Excel and other office application software. 

Languages

Proficient in English and Arabic.

Skills

• Good understanding of general issues in MS office administration.
• Good communication skill.
• Previous experience of working with similar project would be an advantage.
• Good problem solving skills
• Command of English (writing and speaking)