Nutrition Action Zimbabwe (NAZ) is a registered Private Voluntary Organization (NGO) (PVO 38/19) working in Zimbabwe. Its major driving force is to meet the immediate and long term food and nutrition needs of targeted communities and building their resilience to respond to repeated shocks. 

NAZ is seeking to recruit  a Call Centre Intern  to support the implemention of NAZ projects. 

Provides support to the Programs and MEAL (monitoring, evaluation, accountability and learning) Teams. The intern will work with the M&E Officer and M&E Manager to ensure effective running of the call centre. The call centre Intern will be the liaison between NAZ’s project participants and stakeholders and will effectively solve complaints. The incumbent will manage inbound and outbound calls in a timely manner following call centre “scripts” when handling different topics. Identifying participants’ needs, clarify information, research every issue and provide solutions. S/he will link and refer callers to the appropriate people through the referral pathway for  further investigations and subsequent management.

Throughout the internship, the intern will have the opportunity to gain valuable hands-on experience in MEAL operations, develop problem-solving and analytical skills, and contribute to the overall success of the organization's MEAL functions.

Duties and Responsibilities:

1) Managing the Feedback Mechanism

• Manage the call centre.
• Respond to  beneficiaries’ inquires and ensure the recording of the needed information or/and details from the community reaching out to the toll-free.
• Log in the feedback received on a daily basis.
• Refer the received feedback to the relevant staff and follow up on responses in a professional and timely manner and in accordance with the NAZ feedback SOP.
• Communicate back to the beneficiaries with the action taken and update the feedback in the system to close it (feedback loop closure).
• Provide a summary of the feedback received on a monthly basis with Accountability Assistants.
• Keep up-to-date information about our programs.
• To be proactive in highlighting problems/potential problems to others in a timely manner.
• Other call centre duties as assigned by the line manager.

2) Supporting the Monitoring, Evaluation, Accountability and Learning

• Conduct telephonic surveys and enter data and information from calls into database.
• Support research and learning through gathering of information and evidence.
• Support compilation of project and organizational reports
• Supporting data entry of field forms and other information
• Supporting the documentation and any other MEAL related functions

Experience, qualifications and requirements:

• Bachelor's degree or equivalent in any of the following disciplines: Monitoring and Evaluation, Communications, Journalism, Media Studies,Public relations, Nutrition, Development Studies etc.
• Good IT skills and knowledge of MS Office suite (MS Access and MS Excel), mobile based applications essential
• Ability to understand and fully comply with documented processes and procedures is essential.
• Fluency in English, Shona and Ndebele is a critical advantage.
• Strong telephone and verbal communication skills along with active listening skills.
• Possess problem analysis and problem-solving skills.
• Be a good communicator who easily adapts to people ‘s different circumstances.
• Have the time-management and organizational skills necessary to effectively manage multiple expectations.
• in a fast-paced environment
• Have ability to convey a positive and professional image to clients.
• Excellent writing and interpersonal skills are essential.
• Attention to detail is essential.
• Interest in international development.
• Experience in working or volunteering with NGOs or charities is preferrable.

Policy compliance – Mandatory Reporting Policy (MRP):

• Comply with NAZ policies.
• Assist where necessary in undertaking activities that aim to prevent the occurrence of sexual abuse and exploitation of beneficiaries by NAZ and other humanitarian workers

Confidentiality:

Ensuring the non-disclosure of any information whatsoever relating to the practices and business of NAZ acquired in the course of duty, to any other person or organization without authority, except in the normal execution of duty.

Kindly use this smartrecruiters platform link to fill in your application and attach any relevant  supporting documents not later than 23 November 2023: Applications submitted after the deadline will not be considered.