Job title: Client Care Agent
Number of Vacancies: Two Employees
Location: Aden City
College Graduates (2023, 2024, and 2025)
Gender: Female

About Yamaan 

Yamaan Foundation is a leading non-profit organization dedicated to improving health and social development in Yemen. With a focus on reproductive health, mental health, and empowering communities, we aim to create lasting change through innovative programs and holistic approaches.

Role:

The Client Care Agent is responsible for providing high-quality support and information services to beneficiaries and stakeholders through different communication channels, including phone calls, WhatsApp, social media, and other approved platforms. The role ensures that inquiries, requests, complaints, and feedback are handled professionally, accurately, and in line with organizational procedures and service standards.

Key Responsibilities

1.    Client Support & Communication

• Receive and respond to incoming and outgoing calls, and inquiries from beneficiary. 
• Provide accurate information about available services, programs, criteria, and procedures. 
• Communicate with beneficiary in a professional, respectful, and appropriate manner. 
• Ensure a positive beneficiary experience during every interaction. 
• Maintain confidentiality and protect beneficiary information. 

2.    Beneficiary Follow-up & Outgoing

• Conduct Outgoing calls for beneficiary follow-up activities as assigned. 
• Follow up with beneficiary regarding services, appointments, referrals, and satisfaction. 
• Provide health awareness messages and guidance according to approved scripts. 
• Support program teams with beneficiary communication activities. 

3.    Complaint & Feedback Management

• Receive, register, and follow up on beneficiary complaints and feedback. 
• Escalate complex or sensitive cases to the Team Leader according to escalation procedures. 
• Ensure accurate documentation of complaints and resolutions. 
• Maintain professional communication with dissatisfied beneficiary. 

4.    Data Recording & Documentation

• Record all interactions accurately in the CRM/helpdesk system. 
• Maintain complete and updated beneficiary records. 
• Ensure accuracy of beneficiary information, case details, and follow-up actions. 
• Prepare required daily activity reports. 

5.    Service Quality & Compliance

• Maintain agreed service standards, response times, and quality requirements. 
• Participate in quality monitoring and coaching sessions. 
• Apply data protection and confidentiality policies. 

6.    Coordination & Reporting

• Coordinate with Team Leaders and relevant departments to resolve beneficiary issues. 
• Share recurring client concerns and recommendations for service improvement. 
• Participate in team meetings and training activities. 
• Support reporting requirements by providing accurate operational data. 

7.    Digital Channel Support (If Assigned)

• Respond to client inquiries through WhatsApp, Facebook, social media, and other digital platforms. 
• Maintain timely responses according to digital channel. 
• Ensure professional online communication. 

Qualifications

• Diploma or Bachelor's degree in Business Administration, Social Sciences, Public Health, Communications, or related field. 
• Customer service or contact center training is an advantage. 

Experience

• Prefer if they have training or experience in the customer service, call center, client relations, or similar roles. 
• Prefer if they have experience in healthcare, NGO, humanitarian, or social services is an advantage. 

Required Skills

• Excellent verbal and written communication skills. 
• Strong customer service orientation. 
• Ability to handle difficult conversations professionally. 
• Active listening and problem-solving skills. 
• Good computer skills, including Microsoft Office and CRM systems. 
• Ability to work under pressure and manage multiple tasks. 
• Fluency in Arabic; English is an advantage. 

Why Join Yamaan?

• Be part of a mission-driven organization creating a meaningful impact.
• Collaborate with a dynamic and passionate team.
• Opportunity to showcase your creative skills and grow professionally