CARE International in Turkey (CARE), together with its partners, is providing humanitarian assistance to people affected by the Syrian crisis, both in Syria and Turkey. Following the large-scale influx of refugees in late September/early October 2014, CARE began projects in southern Turkey.

Position Summary

CARE helpline is a call center that provides over-the-phone translation to refugees while they access public services. It also provides counselling on the issues and services related to them in Turkey.

The position will be based in Gaziantep. Under the supervision of the Helpline Assistant and in collaboration with other Turkey program staff, the Helpline Operator will answer or make calls to clients to learn about and address their needs, inquiries, or other issues.

RESPONSIBILITIES

• Provide callers with accurate information about their rights, obligations, and the services available for them as refugees.
• Provide callers with accurate translation to ensure they have access to public services.
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Utilize the helpline software to manage and update caller databases.
• Understand and strive to meet or exceed call center metrics.
• Provide feedback to the helpline coordinator on challenges, good practices, and recommendations for services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of position.

QUALIFICATIONS

Education/Training

    Required

• University Degree

Experience

   Required

• Prior experience of working with humanitarian organizations in Turkey in a staff or volunteer capacity, preferably with refugee populations

   Desired

• Experience working in a call center

Technical Skills

   Required

• Fluent spoken and written Arabic and Turkish
• Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice.
• Good computer skills, especially in MS Word, MS Excel and MS Outlook
• Strong typing skills
• A team player, eager to learn new skills
• Strong planning, inter-personal and communication skills
• Flexible, enthusiastic and willing to learn from others

  Desired

• Fluent spoken and written Farsi

Child Protection Policy

Child abuse in all forms is unacceptable to CARE Turkey, which recognizes its responsibility to protect children from harm in all areas of its work. CARE Turkey is committed to ensuring a child-safe environment and is applying a zero-tolerance approach towards any kind of child abuse and exploitation.

Discrimination, Abuse and Harassment Policy

CARE Turkey expressly prohibits and will not tolerate any form of discrimination, abuse, harassment (sexual or otherwise), based upon race, ethnicity, religion, national origin, gender, age, sexual orientation, marital status, citizenship status, disability, or military status. CARE employees and related personnel must under no circumstances take part in any form of discrimination, harassment, or abuse (physical, sexual or verbal), intimidation or exploitation, or in any other way infringe the rights of others inside or outside CARE.

Interested candidates, please attach a Curriculum Vitae in English and a Cover letter (in a separate file of no more than one A4 page) describing how your skills and experience match the requirements of this post, following to provided link when you click on the apply button.

IMPORTANT NOTICE:

Employment is subject to the possession of valid identification documents (passport, residency card, temporary protection card, etc.) and successfully obtaining permission to work by the Government of Turkey (work permit). CARE will submit the work permit application on behalf of the selected candidate after the job offer accepted. Candidate can start to work for CARE only after the work permit is received. Failure to provide the required documents or rejection of a work permit application by the Government of Turkey will result in your employment offer being rescinded.

HOW TO APPLY:

Interested candidates, please attach a Curriculum Vitae in English and a Cover letter (in a separate file of no more than one A4 page) describing how your skills and experience match the requirements of this post, following to provided link when you click on the apply button.

Applications in languages other than English will not be reviewed.

Only short-listed candidates will be contacted

** CARE International is an Equal Opportunity Employer **

** Female candidates are encouraged to apply! **