VN 018-GN10-2026 -Call Centre Assistant - Complaints And Feedback Mechanism (CFM)

Organizational Context

The International Organization for Migration (IOM), a UN-related agency established in 1951, promotes humane and orderly migration. In Guinea, IOM implements the Migrant Protection, Return and Reintegration (MPRR) program, funded by the EU and the Government of Guinea, assisting stranded migrants. A key component is the Complaints and Feedback Mechanism (CFM), including a call centre, to ensure accountability to affected populations.

Job Purpose

This role supports the implementation of IOM's Complaints and Feedback Mechanism (CFM) within the Migrant Protection, Return and Reintegration (MPRR) program in Guinea. The Call Centre Assistant will be responsible for receiving, recording, and processing complaints, feedback, and requests from beneficiaries through various CFM channels. This involves ensuring adherence to established procedures, maintaining accurate records, and upholding principles of accountability to affected populations (AAP), confidentiality, and data protection. The position contributes to the effective operation of the CFM, facilitating timely and appropriate responses to beneficiary concerns and supporting data collection for program improvement.

Responsibilities

The Call Centre Assistant will receive and respond to beneficiary complaints, feedback, and requests via CFM channels, ensuring professional and respectful communication. They will support the daily operations of CFM channels, maintaining accessibility and coordination. Responsibilities include accurately recording complaints and feedback in the official system, ensuring data quality and traceability. The assistant will apply established procedures for classifying, referring, and following up on complaints, including sensitive cases. They will provide feedback to complainants and update records as per procedures. Maintaining confidentiality and adhering to AAP principles and data protection standards are crucial. The role also involves contributing to CFM data reporting and basic analysis to identify trends and support mechanism improvements.

Work Experience

Relevant experience is required in a call center, CFM, customer service, or a similar role involving handling requests or grievances. Experience in collecting, recording, and tracking sensitive data using monitoring tools like Excel or databases is necessary. Experience within a humanitarian or migration context, or the United Nations system, is considered an asset.

Skills

Key skills include strong communication, listening, and interpersonal abilities for respectful interaction. Proficiency in CFM, AAP, and complaint-handling procedures is needed. The ability to accurately record, process, and track complaints is essential. Good computer skills, including Microsoft Office (especially Excel) and database usage, are required. Understanding of confidentiality, data protection, and handling sensitive information is crucial. Strong organizational skills for time management, follow-up, and multitasking are necessary. Professionalism, discretion, and empathy in handling sensitive situations, along with the ability to work effectively in a multicultural team, are also important.

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