Call Center Officer

About the role

The Call Center Officer will support the International Rescue Committee’s humanitarian projects by providing high‑quality case registration, referral and management services to crisis‑affected communities. This role involves interacting with beneficiaries through multiple communication channels and ensuring that all feedback is documented and addressed according to established SOPs.

Key responsibilities

• Register, triage and manage feedback cases received via phone, messaging apps, social media, email and in‑person interactions.
• Accurately record all cases in the project’s digital case management system following SOP guidelines.
• Determine appropriate response steps, provide tailored answers, open and close cases, flag for management review and refer to partner organisations as needed.
• Handle sensitive cases—including allegations of misconduct, sexual exploitation and abuse, fraud, corruption and theft—in a confidential, victim‑centred manner.
• Review partner‑actioned cases for quality and compliance with project standards.
• Ensure timely case closure and final communication with users, respecting consent and SOP requirements.
• Apply personal data protection and privacy frameworks to all data handling processes and report any breaches promptly.

Required profile

• Myanmar nationality (as specified by the posting).
• Strong verbal and written communication skills with the ability to remain neutral, patient and professional.
• Experience or familiarity with case‑management processes and SOP‑driven environments.
• Understanding of data‑protection and privacy principles.
• Ability to handle sensitive information confidentially and with a victim‑centred approach.

Required skills