Contact Centre Agent at Marie Stopes

Key Responsibilities

•  Provision of counselling, support, and information to MSK Clients and employees on phone
•  Monthly reports showing number of clients and staff counselled.
•  Data entry to analyse communication with the clients.
•  Participate in provision of services undertaken at the call centre ensuring proper coverage.
•  Detailed Client information captured in the call Centre database.
•  Monthly agent activity and output reports

Provision of counselling, support and information to MSK Clients and who access MSK through our call centre on reproductive health and related issues.

•  Counselling and providing relevant information to clients and who access MSK through our call centre on reproductive health and related issues.
•  Route calls and emails to the appropriate resource
•  Making outbound calls to all clients from our database to find out about their client experience when
• visiting our service delivery channels and making necessary recommendation.

Data entry to analyse communication with the clients Activities Include:

•  Enter new customer information into the system and maintain the Call Centre database.
•  100% capture of clients information

Customer Information Management

•  Establishing and facilitating use of client staff and strategic partner’s databases to be used in strategic marketing via bulk SMS.
•  Conducting general follow ups to clients reaching our service delivery channels with specific emphasis on Family planning and cervical cancer screening.
•  Capturing and continuously updating new clients information on the call centre database
•  100% follow on clients who visit MSK Centres.
•  Number of clients communicated to via SMS.
•  Timely escalation and resolution of all client’s queries using the defined escalation procedure.
•  Adhere to policies & call centre escalation matrix.
•  Quality of client’s data captured on client database.

Personal Development:

•  Actively take responsibility for own development including personal development ownership of own
• training and keeping skills and knowledge up to date, seeking support plan as required.

 Qualifications:

•  Diploma in Nursing from a recognized learning institution.
•  Courses in customer care, communication, sales, and marketing will be an added advantage.
•  Experience in counselling and working in a contact centre.
•  Recent graduates with interest in non-bedside nursing and telemedicine are encouraged to apply.
•  At least one year working experience in an SRH organisation.
•  Customer service experience.
•  Knowledge of administration and clerical processes.
•  Good knowledge of MSK services and services delivery channels
•  Ability to work long hours and in a shift system.
•  Prior experience in a call centre environment (an added advantage).
•  Female candidates are encouraged to apply.

Knowledge and abilities

•  Knowledge of customer service principles and practices
•  Fluent communication in both English and Kiswahili with a clear neutral accent
•  Verbal and written communication skills
•  Effective listening Skills
•  Attention to detail.
•  Non-judgmental
•  Adaptability
•  Excellent computer skills
•  Teamwork.
•  Stress tolerance
•  Resilience
•  Positive attitude
•  Respect for others