Complaint Assistant (Nuristan, Afghanistan)

– Support the management of complaint response mechanism
– Collect and classify complaints
– Provide answers to phone calls by project beneficiaries
– Respond to inquiries from program beneficiaries
– Refer complaints to AWRO Project, M&E, or program manager in a timely manner
– Ensure confidentiality of complaint data is respected
– Ensure maintenance of complaints and feedback system
– Support M&E and project teams in activity implementation
– Provide accurate information related to the subject callers’ matters and other ongoing activities when possible
– Report all feedback, complaints, and response to the supervisor
– Support to ensure complaints are closed within the appropriate timeframe
– Ensure accurate recording of all the data related to project issues and challenges
– Submit internal and accurate reports to the concerned project team
– Accurately refer cases internally within the departments of AWRO
Follow-up and receive weekly feedback, and case status report progress related to the complaints

It is necessary to mention that a detailed job description will be shared with the successful applicant along with a job offer.

AWRO is a non-profit, non-government, independent local organization initially established in 1996 and registered with the Ministry of Economy in 2007. The organization has implemented more than 20 major projects in 34 provinces of Afghanistan, supported by various national and international donor agencies.

– At least high school graduate, Diploma in a related field
– Three years of experience in Monitoring and Complaint assistance
– Knowledge of the local community structure dynamics and development
– Knowledge of the current trends in Afghanistan
– Knowledge of the conflict resolution
– Strong oral and written communication skills in local languages (Dari, Pashtu)
– Skill/ability in the English Language
– Ability to frequently travel to the target communities in the districts

Please clearly mention the Position you are applying for in the subject line of your email or the text body.

Submission Email
hr@awro.org.af