Call center operator 3

Job Description

Department: Projects & Programs Department – Moomken Organization for awareness

and media 

Position reports to: Call center supervisor

Location: Tripoli, Libya

Position purpose:  We're looking for a competent, hardworking call center operator to join our call center.

The call center operator will be responsible for managing a high volume of inbound and

outbound calls. A quick learner with excellent communication and interpersonal l skills is the

perfect candidate. 

Basic duties and responsibilities: 

• Handle a large volume of inbound and outbound calls in a timely manner and

provide accurate, satisfactory answers to queries and concerns with patience

and professionalism. 

• Conduct follow -ups, callbacks, quick needs assessment calls (QNAs) upon

request. 

• Enter/update new/existing caller data into the CRM system and document all

case information according to standard operating procedures. 

• Identify and escalate priority issues involving dissatisfied callers, prepare flash

reports when required. 

• Maintain accurate and complete call logs.

• Produce ad -hoc, weekly, and bi -monthly/monthly reports, as needed. 

• Attends debrief sessions or training on a regular basis to develop expertise and

enhance performance levels 

• Willing to work during extended odd hours and/or during holiday periods 

Call Center operator requirements and qualifications:

• A minimum of high school diploma 

• Good data entry and typing abilities 

• Proficiency in English 

• Proficiency in the use of commonly used phone systems, PC software, Email, and

Internet 

• Capable of the basic skill of multitasking and problem -solving skills which require

exercising independent case management 

• Understanding of privacy issues and ability to maintain strict beneficiary

confidentiality 

• Ability to work with others in a close manner

• Ability to work with little or no supervision

Preferred if You Have: 

• A higher degree 

• Proficiency in the French language 

• Knowledge of Adobe Photoshop, Illustrator, InDesign, and other graphic design

software is of great advantage