Community Contact Center & Feedback Officer

Serves as the main contact for people seeking information or giving feedback on ICRC programmes in Ethiopia. The officer resolves or escalates enquiries, protects sensitive information, tracks complaints and analyses contact-centre data so affected communities receive timely responses.

Department: Community Contact Centre

• Respond to callers and route complex or sensitive concerns
• Record contacts, feedback and complaints in the contact-centre system
• Escalate conduct violations and sensitive issues to management
• Follow up referred cases with responsible departments
• Clean and analyse contact data for regular feedback reports
• Conduct remote surveys, verifications and stakeholder calls
• Support field dissemination and community feedback activities

• First university degree or diploma in business administration, social sciences, community development or a relevant field
• At least two years of experience in a similar field within a busy environment
• Fluency in Amharic, Oromo, Somali and English, including written translation into English
• Ethiopian nationality

• One-year fixed-term contract with possible extension
• Full-time national resident role
• Hardship classification H1
• Field missions may be required