Contact Centre Agent at Marie Stopes

Key Responsibilities  

Measure  

This post has the following key responsibilities with related deliverables:                   

• Provision of counselling, support and information to MSIK Clients and employees  
• Accurate data entry on contact center tools to analyse communication with the clients  
• Provide overall planning and coordination of services and activities undertaken at the call centre ensuring proper coverage.  
• Monthly supervisory reports showing number of clients and staff reached out to. 
• Detailed client information in the  system  
• Monthly call centre activity and output reports  
• Provision of counselling, support and information to MSIK Clients and employees  

Activities include:  

• Counselling and providing relevant information to clients and who access MSIK through our call centre on reproductive health and related issues  
• Making outbound calls to all clients from our database to find out about their experience.
• Number of clients counselled every month  
• Monthly client feedback and experience reports  
• Route calls and emails to the appropriate resource  
• Data entry to analyse communication with the clients Activities Include:  
• Enter new customer information into the system and maintain the Call Centre database  
• Detailed client information in the system.  

Skills and Experience

Qualifications:

• Diploma in either Nursing, Clinical Medicine, Counselling, or Customer Care
• Minimum of one year working experience.