Ethical Call Center Attendant
Ethical Call Center Attendant
BDO East Africa (Rwanda) Ltd
About The Job
The Ethical Call Center Attendant will play a pivotal role in supporting the Whistleblower
Implementation Project, ensuring confidential, secure, and efficient handling of whistleblower reports
received through the hotline channel. This position requires a commitment to ethical standards,
excellent communication skills, and the ability to maintain strict confidentiality while providing a
supportive experience for callers.
Specific Skills
- At least 1-2 years of experience in a call center or customer service role, with exposure to confidential or sensitive data handling.
- Familiarity with secure communication systems and data protection protocols (training will be provided on the whistleblower platform).
- Strong verbal communication skills in English, French, Swahili, and Kinyarwanda.
- Ability to maintain confidentiality and adhere to ethical guidelines.
- Proficiency in using call center software and basic IT tools.
- Problem-solving skills and the ability to remain calm under pressure.
- Empathy and a client-focused approach to support whistleblowers.
Responsibilities & Duties
The Ethical Call Center Attendant will be responsible for managing inbound calls on the whistleblower
hotline, ensuring a secure and confidential environment for reporting concerns. Key duties include:
- Call Handling: Answer calls promptly, providing a professional and empathetic response to whistleblowers reporting issues via the hotline.
- Confidentiality Assurance: Enforce strict confidentiality measures, safeguarding whistleblower identities and details throughout all interactions and documentation processes.
- Report Logging: Accurately log all reports into the secure case management system, ensuring proper categorization and audit trail maintenance.
- Support and Guidance: Offer clear guidance to callers on the reporting process, ensuring they understand how to submit concerns and receive follow-up support.
- Escalation: Escalate urgent or complex cases to the Whistleblowing Manager or Technical Support Lead within the stipulated 2-hour reporting obligation.
- Training Participation: Engage in ongoing training sessions to stay updated on whistleblower processes, system use, and ethical standards.
- Platform Support: Collaborate with the support team to troubleshoot basic caller issues and ensure the hotline remains operational, contributing to rapid issue resolution.
Educational Requirements
- Minimum of a diploma in Business Administration, Customer Service, or a related field; a bachelor’s degree is preferred.
- Certification in customer service or data privacy (e.g., GDPR or local equivalent) is an advantage.
Job Location
Kigali, Rwanda
Apply To
All interested applicants should submit their detailed Curriculum Vitae at recruitment@hcsolutions.rw