Title: Call Canter Agent
Number of Position(s): Nine (9) Positions
Location: Hargeisa, Somaliland- SONSAF Office
Start date: ASAP
Duration of initial contract: One (4) Months
Reporting to Project Coordinator


Somaliland Non-State Actors forum SONSAF is a leading civil society platform that aims to engage all Somaliland Non-Stat actors by improving their capacity and position. Since its establishment in 2008, SONSAF’s mission and primary objective is to enhance non-state actor’s voice. Through better coordination and networking that contributes to helping non-state actors to possess a vibrant space in policy dialogue arena especially, peacebuilding, security, democratization, development sustainability and have concrete influence in formulating policies that address the needs of all citizens. Overall, civil society and nongovernmental organizations (NGOs) have the power to influence individual behavior and the institutions that are involved in all development sectors.

SONSAF is awarded an eighteen-month project intitled Peaceful Elections (PEACE)’. The eighteen months project is funded by the European Union and has two main objectives:

  • Monitoring and reducing electoral tensions through Election Situation Room (ESR) across Somaliland and
  • Increasing Women’s, youth and minorities participation in Somaliland’s electoral and governance processes in the pre-election, election and post-election periods

Under the overall guidance of the Administration and Logistics Officer the driver will be responsible for day today activities of the project ensuring high quality and timely inputs, and for ensuring that the project maintains its strategic vision and that its activities result in the achievement of its intended outputs in a cost effective and timely manner.

SONSAF is seeking Call Canter Agent who is well versed in working with civil society organizations (NGOs).

Duties and Responsibilities:

  • Answering phones from customers professionally and responding to customer inquiries and complaints.
  • Researching required information using available resources.
  • Handling customer complaints and having the ability to document the issues in details and correctly.
  • Identifying, escalating priority issues and reporting to the high-level management.
  • Routing inbound calls to the appropriate resources.
  • Following up complicated customer calls where required.
  • Completing call notes and call reports as necessary and updating them in the system.
  • Obtaining and evaluating all relevant data to handle complaints and inquiries. Coordinating with internal departments.
  • Other duties as assigned.


  • Open availability:
    • Saturday through Thursday.
    • 8 a.m. to 9 p.m.
  • Proficient in relevant computer applications.
  • 1-2 years of experience in a call center environment.
  • Knowledge of customer service practices and principles.
  • Excellent data entry and typing skills.
  • Superior listening, verbal, and written communication skills.
  • Excellent communication skills both Somali and English, written & verbal with proper grammar.
  • Ability to handle stressful situation appropriately.
  • Familiar with the Somaliland 6 regions, cultures and accents.
  • Ability to work with others in a close manner.
  • Good computer skills.
  • Good multi-tasking skills.

Skills and Specifications:

  • Technical expert in related computer applications.
  • Able to react effectively and calmly in emergencies.
  • Able to maintain customer confidentiality.


  • College Diploma / Bachelor Degree.


Send your application to ( and ensure to :

  1. mention the job title as a subject.
  2. apply before March 24, 2021.