Job Description

Position: CFRM Volunteer – Females only  
Job site: Sana’a  
Report to:  Accountability Officers
Status: Part-time
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The CFRM Volunteer is a person who is highly motivated, neutral and independent and has good communication skills, that can provide information on INTERSOS Complaints and feedback mechanism in Yemen and can manage the toll-free line in a professional manner.
The Volunteer will support the Accountability Officers by responding to calls from the toll-free line and ensuring that timely feedback is well communicated to callers.

 Responsibilities/duties:

• Receives calls on the CFRM toll-free line: provide timely and appropriate answers to beneficiaries’ inquiries and refer non- sensitive calls to responsible staff/hotline when follow up is needed; record all phone call received; insert all new communications into the online CFRM platform.
• Provides daily briefing to the Accountability Officers to receive guidance on dealing with the received sensitive complaints and on the answers to be provided and call beneficiaries back within 48h.  
• Reports immediately to the supervisor on any problems occurring and proposes corrective measures when necessary. 
• Respects and follows INTERSOS rules and procedures. 
• Adhere to very high strict confidentiality and information management standards and protocols, sharing information only in compliance with these standards.
• Perform other tasks if/when required.

Competencies:

• Languages - Native Arabic speaker (essential), -excellent written and spoken English (essential).  
• Communication: Ability to handle high volume of calls in a professional and active listening approach and adjust based on the individual needs, consistently displaying strong client service skills and empathy. 
• Team work: Strong team spirit, high level of discipline, tolerance and comfortable in a multi-cultural environment
• Flexibility in working hours. Able to dedicate extra hours when needed to meet datelines.

Education requirements:

• Bachelor degree in Social Sciences, management or relevant field.
• Ability to use Microsoft office and online data collection systems. 
• Attention to detail and structured way of approaching tasks.