● Answer incoming calls, provide immediate response to information inquiries and questions, recording all user information into the CFM database system. ● Ensure clear understanding of the Call Centre Standard Operating Procedures (SOP) and adherence to all relevant guidance while managing incoming and outgoing calls.● Assists callers in identifying needs and simplify the information required to ensure adequate and clear information is collected from the caller.● Ensure that adequate information is being provided to the caller and document their informed consent for cases that require referral or onward escalation for follow up action. ● Create new complaints in the CFM Online Database System with accuracy and under relevant modules.● Forward complaints/feedback not resolved at first contact to the relevant programme focal points at Co, AO/FO and/or Protection Associate at AO or as guided by call centre supervisor.● Follow up with the call centre supervisor on timely response from programme focal points on all concerns referred.● Ensure responses/feedback is delivered to users and update the database system.● Regularly seek information on WFP activities update and information in close coordination with the supervisor to be able to respond on the spot to beneficiary’s information requests.● Ensure information obtained from a variety of WFP programs units on their activities is adequately communicated to callers/users as requested.● Report any technical problem immediately to the Call Centre Supervisor.●Keeps professional skills current by attending training on new equipment and learning new or modified procedures as provided by supervisor's /WFP programme staff.●Adhere to strict WFP personal data protection and privacy protocol.