SOLIDARITÉS INTERNATIONAL is an international humanitarian organization based in Paris, France, which provides aid and assistance to victims of war and natural disasters. For the past 35 years, the organization’s vocation has been to meet the three vital needs - drinking, eating and sheltering – of vulnerable populations around the world. Our programs mainly focus on emergency relief actions related to water and sanitation but also related to food security as well as shelter and infrastructure rehabilitation and reconstruction.

CRM OFFICER (Hot Line)

Affectation: Teknaf, Bangladesh
Start of the activities: April 30, 2018
Number of positions: 02
Duration of the contract: up to June 31, 2018 (with possibility of extension)

I. Responsibilities and description of tasks:

The supervision of the Monitoring, Evaluation, Accountability and Learning (MEAL) Manager or MEAL Coordinator, the CRM officer will manage the information and complaints mechanisms for Solidarites International (SI) programs. He/she response phones entire in the database and reports to supervisor.

His/ her main responsibilities in below:

• Management of the hotline number:
  • Ensure that all information related to the person calling are properly recorded and that every call is recorded in the CRM database.
  • Responsible for the proper implementation of all CRM strategy procedures and refer all cases to the appropriate manager according to those procedures.
  • Ensure the follow-up of all cases referred to the management team until the closure of the case.
  • Address beneficiary’s queries through the hotline in a professional manner and provide accurate information on SI programs or referral mechanisms.
• Monitoring:
  • Collect and organize activity list from the program departments
  • Plan the data collection to ensure accurate and timely data collection as needed
  • Cross-check complaints with program team in the field level and reports to related departments
  • Mobile data collection devises maintenance as require,
  • Data cleaning and analysis support as require of the MEAL team
• Reporting/Communication:
  • Entire and clean the data collected in the CRM database,
  • Report to the MEAL supervisor/Manager any issues faced,
  • Ensures efficient data transmission and archives for future reference and submits timely complaints reports (daily oral reports if necessary, weekly filing)
  • Updates and keep CRM and monitoring tools and files archived and secured
  • Bring to light any difficulty linked to his or her activities, to the programs of Solidarités or security concerns
• Ethic and professional practice: 
  • High commitment to confidentiality,
  • Answer to any needs or requests addressed by beneficiaries in a professional and timely manner.
  • Respect and promote SI’s policies and report to the line manager any non-respect of SI’s policies.

II. Qualifications and Competencies: 

• Bachelor degree in relevant field
• Minimum of 2 years professional experience in humanitarian and/or development programs.
  
• Good understanding experience with MS Office applications, including Excel.
• Must have good translation capacity
• Good interpersonal and communication skill.

III. Salary Range: Monthly consolidated salary BDT 38,300 and other benefits as per HR policy of SOLIDARITES INTERNATIONAL.

ORG CHART POSITION (reporting and functional relationships)
Line manager: Meal Supervisor

Application deadline: Thursday, 26th April 2018

Only short listed candidates will be invited for test and interview.
“SOLIDARITÉS INTERNATIONAL promotes diversity in its workforce”