Catholic Relief Services (CRS) – Call Center Operator (Tigrigna Language) – Addis Ababa, Ethiopia

Apply for the CRS Call Center Operator (Tigrigna Language) role in Addis Ababa, Ethiopia. Contract-based position managing CRS hotline operations. Deadline: Sept 14, 2025.

📍 Location: Addis Ababa, Oromia, Ethiopia (On-site)
📅 Deadline: September 14, 2025
💼 Employment Type: Definite term contract (with possible extension)
🎓 Career Level: Mid-Level (3–5 years experience)
👥 Number of Vacancies: 1
🌐 Eligibility: Ethiopian nationals only
✈️ Travel Required: 20%

About CRS

Catholic Relief Services (CRS) is the official international humanitarian agency of the Catholic community in the United States. CRS works in over 100 countries providing emergency relief, health, agriculture, education, microfinance, and peacebuilding services, without regard to race, religion, or nationality. CRS is committed to safeguarding vulnerable communities, including children and adults, from abuse and exploitation.

Job Summary

The CRS Ethiopia Hotline Response Agent serves as the primary point of contact for project participants calling to:

• Seek information
• Provide feedback
• Report complaints

You will ensure timely recording, communication, and follow-up of all feedback and complaints while supporting the call center operations professionally and empathetically.

Key Responsibilities

• Manage incoming/outgoing calls; document feedback, complaints, and inquiries using CRS systems.
• Classify and escalate feedback based on sensitivity and type to senior management.
• Provide accurate, respectful, and confidential communication to project participants.
• Maintain a feedback loop with program teams and communicate updates to participants.
• Support the MEL team with data entry, cleaning, and reporting.
• Collaborate with call center and field teams for accurate information sharing.
• Translate communication materials and assist partners in using Comcare for feedback capture.
• Notify supervisors of recurring issues and contribute to feedback system improvements.
• Uphold confidentiality and proper use of equipment.

Qualifications & Skills

Education & Experience

• Bachelor’s degree (BA/BSc) in social or natural sciences.
• 3+ years relevant experience, preferably in NGO call centers.
• Proficiency in MS Office (Word, Excel, PowerPoint, Visio) and online databases.

Language Skills

• Fluency in Tigrigna, Amharic, and English (speaking, reading, writing).

Personal Skills

• Empathy, professionalism, and confidentiality in handling sensitive cases.
• Strong time management, multitasking, and problem-solving skills.
• Excellent communication, customer service, and CRM skills.

How to Apply

Qualified Ethiopian nationals can apply by submitting:

• Updated CV
• Motivation letter

📩 Apply online through the CRS careers portal or click the Apply Now button. Only shortlisted candidates will be contacted.

Perks & Benefits

• Medical allowance
• Transport allowance

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