Call Centre Assistant (Pashto Speaking)

Supports the UNHCR Humanitarian Helpline project in Islamabad by handling inbound and outbound calls in Pashto and English. The assistant records accurate caller information, shares approved guidance, protects confidentiality, treats vulnerable callers sensitively, and escalates urgent or out-of-scope cases.

Department: South Asia Multi-Country Office (SAMCO)

• Handle inbound and outbound humanitarian helpline calls
• Record clear and accurate caller notes in English
• Share approved information while protecting confidentiality and personal data
• Treat distressed and vulnerable callers with empathy, neutrality and patience
• Escalate urgent cases and enquiries outside approved scripts
• Attend briefings, training and quality-improvement sessions

• Secondary education
• At least four years of relevant humanitarian experience with secondary education
• Call-centre or customer-enquiry handling experience
• Experience with datasets and linked applications
• Intermediate English
• Fluent Pashto

• Supports a UNHCR humanitarian helpline project
• Helpline shifts may fall between 08:00 and 20:00, seven days per week