Business Support Assistant: CFM Intake Operator

The Business Support Assistant will support WFP’s priorities by providing safe, inclusive, and accessible channels for affected people to express concerns, lodge complaints, ask questions, and provide feedback on humanitarian assistance. The role involves managing the WFP tollfree hotline, documenting feedback, categorizing calls, and preparing monthly reports.

Responsibilities

• Man the WFP tollfree hotline for eight hours a day from 08:00hours to 17:00hours Monday to Friday in local languages (Ndebele and Shona).
• Use the WFP tollfree number exclusively for the intended purpose.
• Keep the handset and simcard and any hotline information in a safe and secure place e.g. a lockable drawer/safe.
• Be courteous when receiving calls and assure person giving feedback that their information will be treated in strict confidence, remembering at all times that you are answering calls on behalf of the World Food Programme.
• Seek the caller’s consent first before recording their personal identification information. It should be explained to caller why their personal details are being taken.
• Document all feedback using the agreed templates. The following information should be captured: Log number, Date, Hotline User, Partner, Intervention, CSP activity number, Programme, Field office, District, Ward, Village/ Suburb, Mobile number, Sex of hotline User, age, Nature of feedback, Details of the issue.
• Categorise all calls based on priority and escalate severe issues within 24 hours.
• Update status of all cases in the database that is whether open or closed.
• Maintain daily log sheets on the total number of missed calls, total number of answered calls, dropped calls, average number of answered calls per hour.
• Prepare a reporting brief at the end of each month and highlight trends/issues occurring during the assignment.
• Undertake other duties as agreed with the head of the Research, Assessment and Monitoring Unit.

Requirements

• Completion of secondary school education. A post-secondary social sciences certificate in the related functional area is desirable.
• Minimum four years relevant experience with additional years of related work experience and/or training/courses.
• Experience in customer service, call centre operations, beneficiary services, programme support, or complaint management.
• Experience working with databases, case management systems, or information management platforms.
• Previous experience in humanitarian or development organizations is an advantage.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Strong data management and reporting skills.
• Excellent verbal and written communication skills.
• Ability to communicate effectively in English and local languages.
• Ability to work under pressure and manage high call volumes
• Excellent oral and written communication skills in English, Shona and Ndebele is essential.

Skills

• Customer Service
• Call Center Operations
• Complaint Handling
• Programme Support
• Database Management
• Case management systems
• Information Management
• MS Excel
• MS Word
• MS PowerPoint
• Microsoft Outlook
• Data Management
• Reporting
• Verbal Communication
• Written Communication
• Bilingual Communication
• High Volume Call Handling

Languages

English, Shona, Ndebele