Call Centre - Nurse 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.

Qualifications:

• Diploma in Nursing from a recognised 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.