ACBAR

ANURDO is a non-governmental, non-profit, non-political and non-sectarian organization whose primary purpose is to encourage the repatriation of refugees and internally displaced persons and the re-establishment of Afghan society and economy by engaging in infrastructure rehabilitation, sustainable development, and local community capacity-building activities. ANURDO is registered under registration number 4216 with the Ministry of Economy, Afghanistan Government.

The primary objective arising from this mission is to encourage repatriation by rehabilitating and constructing rural infrastructure as well as enhancing agricultural production and food availability in the target areas.

The complementary objective is to build capacity for locally directed community development by encouraging the establishment of social structures capable of identifying, evaluating, planning, and implementing solutions to perceived concerns.

1. Background & Purpose

Our organization requires a multi-talented professional who can both manage inbound/outbound customer interactions and produce high-quality visual content. This role ensures excellent customer satisfaction while creating engaging graphics and multimedia to support marketing, training, and internal communications.

2. Objectives

• Deliver prompt, professional call center support in clear, fluent English.

• Design graphics and edit videos that align with our brand and project needs.

3. Key Responsibilities A. Call Center Agent Duties

• Handle inbound customer calls, emails, and chats—address inquiries, complaints, or requests.

• Log all interactions in the CRM; follow up to ensure resolution.

• Maintain average handle time (AHT) and first-call resolution (FCR) targets.

• Escalate complex issues to supervisors, with detailed case notes.

• Handle inbound customer calls, emails, and chats—address inquiries, complaints, or requests.

• Log all interactions in the CRM; follow up to ensure resolution.

• Maintain average handle time (AHT) and first-call resolution (FCR) targets.

• Escalate complex issues to supervisors, with detailed case notes.

B. Graphic Design & Video Editing

• Develop marketing collateral: social media posts, banners, brochures, infographics.

• Produce and edit short videos (promo clips, tutorials, event recaps).

• Ensure all visuals adhere to brand guidelines (colors, fonts, imagery).

• Collaborate with Marketing & Communications to plan visual campaigns.

C. Cross-Functional & Administrative

• Assist in drafting SOPs for call handling and content production.

• Generate weekly reports: call metrics, design requests completed.

• Stay up to date on industry best practices in CX and multimedia design.

• Participate in team meetings and brainstorming sessions.

4. Required Qualifications

• Bachelor’s degree or diploma in Communications, Marketing, Graphic Design, or related field.

• Minimum 2 years’ experience in a customer-facing role (call center or helpdesk).

• Demonstrable portfolio of graphic design and video editing work.

5. Skills & Competencies

• Language: Fluent English (spoken and written).

• Computer: Proficient with MS Office, Google Workspace, CRM systems.

• Design Tools: Advanced skills in Adobe Creative Suite (Photoshop, Illustrator).

• Soft Skills: Excellent communication, active listening, Managment, time management.

• Problem-Solving: Able to troubleshoot basic technical issues and creatively resolve client concerns.

• Teamwork: Collaborative mindset; able to work with other Team members.

6. Performance Indicators

• Average customer satisfaction score ≥ 90%.

• Graphic/video deliverables on time ≥ 95% of requests.

• First-call resolution rate ≥ 80%.

• Responsiveness: email/chat SLAs met ≥ 95%.

7. Working Conditions

• Various office hours, with occasional shifts extending into evenings or weekends.

• Primarily office-based with potential for partial remote work.

• Ergonomic workstation provided; access to design workstations with required software licenses.

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