Job Title: Call Center Operator
Job grade: 5
Employment type: Definite term (from date of hire till February 28, 2026) with possibility of extension.
Language requirement: Fluency if Afar-af language (Speaking, listening, writing and reading) is required
Eligibility: This position is eligible to Ethiopia nationals only
Job Summary:
As a CRS Ethiopia Hotline Response Agent, you will serve as the primary point of contact for project participants calling to seek information, provide feedback, or report complaints. You will ensure timely recording, communication, and follow-up of all feedback and complaints, supporting the efficient operation of the call center in line with CRS’s mission to serve the poor and vulnerable with professionalism and empathy.
Roles and Key Responsibilities:
Required Languages - English, Amharic, Afar-af languages are required
Travel - up to 20 %.
Knowledge, Skills and Abilities
Supervisory Responsibilities- None
Key Working Relationships:
Internal: Accountability Lead, Call Center Supervisor, FCRM-ICT Technical Advisor, Safeguarding Manager, Safe and Dignified Programming Technical Advisor, TAI Case management and TAI system management.
External: Partners, Consultants firm, and Ethio-telecom.
Basic Qualifications
Agency Competencies (for all CRS Staff):
Agency Leadership Competencies:
What we offer
CRS offers U.S. based staff a comprehensive benefits package, including medical, dental, life insurance, vision, and a generous retirement savings plan. Benefits packages for successful candidates employed outside the U.S. are based on the country of employment/in-country office where the candidate will perform the role. CRS´ work culture is a collaborative, mission-driven culture committed to improving the lives of the poor throughout the world.
This position is for Ethiopian nationals only.
Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. Catholic Relief Services works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. Catholic Relief Services’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to safeguarding children and vulnerable adults from abuse and exploitation.
CRS welcomes candidates from the countries and regions in which we work. In the event the successful candidate is an expatriate, the anticipated duration of the assignment is informed by a term limit, based on the type and level of the job and the needs of the agency.
CRS is committed to safeguarding program participants, community members, staff and volunteers from all forms of exploitation and abuse. The successful candidate is expected to sign and adhere to CRS´ Code of Conduct.
CRS talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.
Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
CRS is an Equal Opportunity Employer.
General Requirements
CRS offers are contingent on the selected candidate’s ability to legally work where the position is to be performed. Every government has a unique set of work permit eligibility requirements. All positions requiring residence or frequent travel outside a home country must undergo and clear a pre-employment medical clearance; some work permit processes require clearing a separate government administered medical examination.
CRS prioritizes candidates who are citizens/ permanent residents of the countries where we have CRS offices.