UNHCR Call Centre Assistant Jobs 2021 – Zambia Jobs

UNHCR Call Centre Assistant Jobs 2021 – Zambia Jobs. UNHCR Zambia programme looking for “Call Centre Assistant“. Applicants with a High School Diploma; or Bachelor or equivalent or higher may apply on or before 29 May 2021.

The United Nations High Commissioner for Refugees is a UN agency mandated to aid and protect refugees, forcibly displaced communities, and stateless people, and to assist in their voluntary repatriation, local integration or resettlement to a third country.

UNHCR Call Centre Assistant Jobs 2021

The UNHCR has published a job vacancy announcement on 20 May 2021 for qualified Zambia’s to fill in the vacant post of Call Centre Assistant to be based in Lusaka, Zambia.

Recruiter United Nations High Commissioner for Refugees (UNHCR)
Position Call Centre Assistant
Location Lusaka, Zambia
Country Zambia
Total Vacant Post 01
Qualification High School Diploma; or Bachelor or equivalent or higher
Experience Required Minimum One years
Application Deadline 29 May 2021

UNHCR Job Vacancy 2021

Job Purpose: The Call Centre Assistant normally reports to a more senior Protection colleague. The incumbent will provide counselling to individuals by telephone. The incumbent may conduct initial protection interviews. The role involves drafting comments and documents about the interview.


  • Support in Overseeing the UNHCR Call Centre staff and operations.
  • Ensure Call Centre staff respond to the calls in a kind, helpful, and professional manner.
  • Remain abreast of all information and updates on assistance and services to refugees. Liaise with relevant units ¿ protection, registration, field, mass information, etc. to receive updates, organize briefings for Helpline staff, and ensure information being provided by the Call Centre is accurate and up-to-date.
  • Compile and report on trends emerging from the Call Centre ¿ including concerns, frustrations, and information coming from refugees.
  • Support in generating daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.
  • Observe and listen to Call Centre staff for quality control purposes.
  • Liaise closely with colleagues to ensure the most effective operation of the Call Centre.
  • Utilize UNHCR tools to enable refugees to make appointments at the reception centre, update bio-data, etc.
  • Refer cases to protection colleagues for assistance, as needed.
  • Answer and respond immediately to emergency calls received on the Call Centre, including collecting relevant information and forwarding to the appropriate colleague for assistance.


  • Essential: Education & Professional Work Experience Years of Experience / Degree Level For G4 – 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher.
  • Desirable: Work experience with UNHCR is an advantage. Completion of UNHCR’s related learning activities is an advantage.


  • Minimum 1 year of professional job experience. Ability to work with people from different cultural backgrounds.

Other Details

  • Contract Type: Permanent
  • Hardship Level: B
  • Selection Process: Interview
  • Language: English is mandatory for this Job Opening.
  • Salary: negotiable
  • Application Process: Online

How to Apply UNHCR Call Centre Assistant Jobs 2021

Note: Before you apply, please download (link is given below) the full advertisement and read it carefully.

Then to apply, go to this link Click Here

The Closing Date: 29 May 2021

Only shortlisted candidates will be contacted for interviews.

Particulars Details Link
Job Advertisement Download
Official Website www.unhcr.org