Contact Center Representative

Announcement Number: BAMAKO-2026-014

Hiring Agency: Embassy Bamako

Position Title: Contact Center Representative, All Interested Applicants

Open Period: 10/02/2026 – 10/16/2026

Format MM/DD/YYYY

Vacancy Time Zone: GMT

Series/Grade: LE – 1832 6

Salary: XOF CFA7,790,975 – XOF CFA7,790,975 /Per Year

Work Schedule: Full-time

Promotion Potential: LE-6

Duties

The Contact Center Representative (CCR) is responsible for front-line response to both internal and external customer queries, both in person and through remote channels such as telephone, email, chat, and self-service request forms. Provide first level support to the customer, perform ticket triage, troubleshoot Tier 0/1 technical and account issues, and handle resulting incidents and service requests using the incident management and request fulfillment processes in line with established targets and objectives.

In addition to IT-related calls, the Contact Center Representative will ensure that all incoming telephone calls which are not fully routed by the US Embassy Bamako telephone auto attendant are answered in priority order and responds to general inquires, routing calls to the correct service provider, call group, or extension. Responsible for issuing loanable property, including laptops, mobile phones, radios, and tablets, and provide ad-hoc training to users. Perform administrative duties which may include maintaining contact databases, supporting VIPs and visitors, activating/deactivating/modifying mobile plans and service, and preparing and submitting time and attendance reports.

Participate in Diplomatic Technology (DT) initiatives as assigned.

Qualifications and Evaluations

Requirements:

All selected candidates must be able to obtain and hold a: security certificate;

All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.

Selected candidate must be able to begin working within a reasonable period of time upon receipt of agency authorization and/or clearances/certifications.

Education Requirements:

Successful completion of at least two years of full-time post-secondary study at college or university.

Evaluations:

You will be evaluated against the qualifications and requirements in this vacancy announcement.

You may be asked to complete a pre-employment language or skills test....