Call Center Officer

About the role

The International Rescue Committee is seeking a dedicated Call Center Officer to support crisis‑affected communities in Myanmar. You will act as the primary point of contact for individuals seeking assistance, ensuring their questions, concerns, and feedback are recorded and addressed promptly and confidentially.

Key responsibilities

• Register, track, and manage cases received via phone, messaging apps, social media, email, and in‑person interactions.
• Apply standard operating procedures to determine appropriate response steps, including answering inquiries, opening/closing cases, and referring to partner organizations.
• Handle sensitive cases such as allegations of misconduct, sexual exploitation and abuse, fraud, and theft with confidentiality and a victim‑centered approach.
• Review actions taken by partners for quality and compliance with project standards.
• Ensure timely closure of cases and communicate final outcomes to users in line with consent and SOPs.
• Maintain data privacy and report any breaches according to the Personal Data Protection framework.

Required profile

• Myanmar nationality.
• Strong communication skills, both verbal and written, in Burmese and English.
• Ability to work sensitively with vulnerable populations and maintain confidentiality.
• Attention to detail and ability to follow documented procedures.

Required skills

• Proficiency with digital case‑management systems.
• Familiarity with data‑privacy and personal data protection principles.

What we offer

• Opportunity to contribute to humanitarian relief efforts in a leading international NGO.
• Professional development within a mission‑driven environment.