Call Centre Agent (Fixed Term Contract)

📋 Description

• Receive and respond to inbound calls with empathy, accuracy, and professionalism.
• Conduct phone surveys to verify transfer receipt and recipient satisfaction.
• Explain project objectives, conditions, and expectations clearly.
• Follow standardised scripts to ensure messaging consistency.
• Escalate complex or sensitive cases to supervisors through appropriate channels.
• Support other channels like SMS or outbound calls for recipient support.

🎯 Requirements

• Bachelor's degree in Social Sciences, Development Studies, Communications, Project Management, or related field.
• 1–2 years in call centre, data collection, or customer service; nonprofit setting preferred.
• Experience conducting monitoring or survey-based phone interviews is an added advantage.
• Proficiency in the Giriama language is a MUST.
• Fluency in English and Kiswahili languages.
• Strong ethics and commitment to integrity, especially in handling sensitive data and recipient information.

🎁 Benefits

• Equal Opportunity Employer; all qualified applicants are considered.
• High ownership, flexibility, supportive team culture, and growth opportunities.
• Reasonable accommodations during application/interview; email careers@givedirectly.org.
• Global team across 21 countries and 69 languages.
• Commitment to safeguarding and ethical standards.
• Inclusive, supportive environment with opportunities to thrive.