Community Contact Centre Officer

Responsibilities

• Serve as the primary point of contact between callers and the ICRC
• Handle inquiries and process incoming data in English, Ukrainian, and Russian
• Distinguish between queries that can be addressed directly and those requiring departmental routing
• Record contact details and classify information into data management tools
• Ensure timely responses to callers and forward exchanges for follow-up when necessary
• Compile, organize, and analyze data to contribute to regular reporting
• Implement requests for surveys, outgoing calls, or information verification

Requirements

• Ukrainian citizenship or permanent residence permit in Ukraine
• Full professional fluency in Ukrainian and Russian, with working proficiency in English
• Professional degree or equivalent
• Two years of experience as a call operator or in a similar role engaging with vulnerable populations
• Proficiency in Microsoft Office and general computer literacy
• Strong stress management skills, resilience, and emotional strength
• High level of integrity and ability to handle confidential information

Preferred Qualifications

• Experience in the non-profit or humanitarian sector
• Experience in data collection and management
• Background as a social worker or in related social services

Benefits

• Competitive salary between 42,000 and 62,000 UAH (gross) before taxation
• Medical insurance for you and your dependent family members
• 20 days of annual paid leave
• Flexible working arrangements under Ukrainian labor law
• Comprehensive onboarding and professional learning opportunities

About the Company

The International Committee of the Red Cross (ICRC) is an impartial, neutral, and independent organization whose exclusively humanitarian mission is to protect the lives and dignity of victims of armed conflict and other situations of violence and to provide them with assistance.