The role supports safe, inclusive and accessible channels through which affected people can express concerns, lodge complaints, ask questions and provide feedback on humanitarian assistance.
Job Summary
- Employer: World Food Programme (WFP)
- Job Type: Full-time
- Location: Harare, Zimbabwe
- Category: Business Support
- Closing Date: 2026-10-01
Key Responsibilities
- Manage the WFP toll-free hotline from 08:00 to 17:00, Monday to Friday, using local languages including Shona and Ndebele.
- Receive calls courteously and ensure information is treated confidentially.
- Obtain consent before recording callers’ personal identification information.
- Document feedback using agreed WFP templates.
- Categorise calls according to priority and escalate severe issues within 24 hours.
- Update the status of cases in the database.
- Maintain daily records of answered, missed and dropped calls.
- Prepare monthly reporting briefs highlighting trends and issues.
- Undertake other duties assigned by the Research, Assessment and Monitoring Unit.
Requirements
- Completion of secondary school education. A post-secondary social sciences certificate in a related functional area is desirable.
- Minimum four years of relevant experience, including experience in customer service, call centre operations, beneficiary services, programme support or complaint management.
- Experience working with databases, case management systems or information management platforms is required. Previous experience with humanitarian or development organisations is an advantage.
- Candidates should have proficiency in Microsoft Office, strong data management and reporting skills, and excellent communication abilities.
- Excellent oral and written English, Shona and Ndebele are essential.
How to Apply
REF Code: JR126703
About the Company
The World Food Programme (WFP) is the food assistance branch of the United Nations and the world's largest humanitarian organization addressing hunger and promoting food security. In Zimbabwe, WFP operates extensively across rural and urban areas, providing emergency food assistance to vulnerable populations affected by climate shocks, economic instability, and food insecurity. The organization implements resilience-building programmes that support smallholder farmers with climate-smart agriculture techniques, school feeding initiatives, and nutrition interventions for mothers and children. WFP Zimbabwe also manages logistics and supply chain operations, including the Humanitarian Air Service, to deliver assistance to hard-to-reach communities. Its presence in Zimbabwe dates back decades, with operations coordinated from its country office in Harare and field offices in Bulawayo, Mutare, and other strategic locations.
Saving lives, changing lives
Frequently Asked Questions
What qualifications or education do I need to apply for a Business Support Assistant role at WFP in Zimbabwe?
Most Business Support Assistant positions require a minimum of a Diploma in Business Administration, Secretarial Studies, or a related field from a recognized Zimbabwean institution. A Bachelor's degree is often preferred, and proficiency in Microsoft Office Suite is essential. Previous experience in administrative or customer service roles, even in informal sectors, strengthens your application.
What are the typical day-to-day responsibilities of a CFM Intake Operator?
You will manage incoming complaints and feedback through WFP's Complaints and Feedback Mechanism (CFM), logging cases accurately into tracking systems. Daily tasks include responding to inquiries via phone, email, or in-person, and escalating complex issues to relevant departments. You must maintain strict confidentiality and produce regular reports on case trends and resolution status.
How does workplace culture differ in Zimbabwean NGO and UN agency offices compared to private sector?
UN agencies like WFP emphasize inclusivity, gender balance, and strict adherence to humanitarian principles and codes of conduct. Hierarchies exist but are often flatter than in Zimbabwean corporate settings, with more emphasis on collaboration across departments. Punctuality and professionalism are valued, though flexibility is sometimes required during emergency response periods.
What career progression opportunities exist from a Business Support Assistant role in Zimbabwe?
With strong performance, you can advance to Business Support Officer, Programme Assistant, or specialized roles in monitoring and evaluation. WFP and other UN agencies offer internal training and certification programmes that facilitate upward mobility. Many Zimbabwean staff also transition to international postings or move into senior roles with other humanitarian organizations after gaining UN experience.
What benefits should I expect from a full-time Business Support position with an international organization in Zimbabwe?
Benefits typically include medical aid coverage, pension contributions, and annual leave entitlements that often exceed statutory Zimbabwean minimums. You may also receive hardship allowances, depending on duty station classification, and access to staff wellness programmes. Specific packages vary by contract type and are detailed during the offer stage.
How should I prepare my application to stand out for this role, and what do Zimbabwean employers in this sector prioritize?
Tailor your CV to highlight data entry accuracy, customer service experience, and any exposure to feedback mechanisms or CRM systems. Include verifiable references and ensure your application is error-free, as attention to detail is critical for intake operators. Demonstrating fluency in local languages like Shona or Ndebele alongside English is a significant advantage in Zimbabwe's multilingual operational context.
