Job with ICRC Nigeria in Abuja

🚨 JOB OPPORTUNITY: Community Contact Center Operator – ICRC Nigeria

International Committee of the Red Cross (ICRC)⁠ is seeking a qualified and compassionate professional for the position of Community Contact Center (CCC) Operator in Nigeria.

📍 Location: Abuja, Nigeria
💼 Employment Type: Full-time
📄 Contract: 4 months – Maternity Cover
🏢 Organisation: International Committee of the Red Cross (ICRC)

🎯 About the Role

The Community Contact Center Operator will serve as an important communication link between communities affected by conflict and ICRC humanitarian programmes.

The successful candidate will handle incoming calls, provide accurate information about available ICRC services and eligibility requirements, listen to community concerns, record cases, follow up on complaints, and communicate emerging trends to relevant teams.

The position requires someone who can communicate respectfully with people experiencing difficult circumstances and provide a professional, confidential, and empathetic first point of contact.

📌 Key Responsibilities

The successful candidate will:

• Answer calls from people and communities affected by conflict across Nigeria.
• Provide clear and accurate information about ICRC programmes, services, and eligibility.
• Proactively contact communities to gather feedback about humanitarian assistance.
• Listen to complaints, questions, concerns, and requests and record them accurately.
• Follow up on cases and ensure appropriate referrals when necessary.
• Maintain accurate records of calls, cases, and community feedback.
• Identify recurring issues and emerging trends and report them to supervisors.
• Protect the confidentiality and dignity of callers at all times.
• Communicate calmly and professionally, including when dealing with distressed or frustrated callers.
• Work closely with humanitarian teams to help improve the quality and relevance of assistance provided to communities.

🎓 Qualifications & Requirements

Applicants should have:

• A university degree.
• At least 2 years of experience in a call centre, customer service, contact centre, or similar role.
• Fluency in English, Hausa, and Kanuri.
• Knowledge of Shuwa Arab, Fulfulde, or Pidgin is an added advantage.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills.
• Empathy and the ability to interact respectfully with vulnerable people.
• Good data entry, documentation, and case-management skills.
• Ability to maintain strict confidentiality.
• Ability to remain calm and professional under pressure.
• Strong interest in humanitarian work and community engagement.

💼 What ICRC Offers

Successful candidates will benefit from:

✅ A 4-month full-time contract covering maternity leave
✅ Competitive remuneration
✅ Medical insurance
✅ Pension benefits
✅ Training and professional development opportunities
✅ Experience working with a globally recognised humanitarian organisation
✅ Potential opportunity to join the ICRC talent pool

The position provides an opportunity for professionals with strong communication and customer-service skills to contribute directly to humanitarian assistance and accountability.

🌍 Why This Role Matters

For people affected by conflict, a phone call can be an important way to obtain information, raise concerns, seek clarification, or provide feedback about humanitarian assistance. The Community Contact Center Operator therefore plays a critical role in ensuring that communities are heard, respected, informed, and connected to appropriate support.

The successful candidate will report to the Community Contact Center (CCC) Supervisor and will be expected to uphold ICRC principles of professionalism, confidentiality, respect, and compassion.

📝 How to Apply

Interested and qualified candidates should submit their application through the official ICRC careers platform:

Apply for Community Contact Center (CCC) Operator – ICRC Nigeria⁠

📍 Duty Station: Abuja
📄 Contract: 4 months, full-time
👤 Reports to: CCC Supervisor

If you have the required language skills, customer-service experience, and passion for humanitarian work, this is an opportunity to use your communication skills to make a meaningful difference in the lives of people affected by conflict.