Vacancy: Customer
Care Coordinator
Reports To:Marketing
Manager
Duty Station:Support
Office, Nairobi
Salary: Kshs.
41,027 - 50,258
Key Responsibilities
Provision of counseling, support and
information to MSK Clients and employees
Activities include:
- Counseling and providing relevant information
to clients and who access MSK through our call centre on reproductive
health and related issues
- 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.
- Providing counseling services (individual and
group) for Marie Stopes Employees who work in service delivery areas as
well as general counseling to employees
Provide overall planning and coordination
of services and activities undertaken at the call centre ensuring proper
coverage
Activities Include:
- Coordinating client satisfaction surveys
across all our channels in conjunction with the M&E team.
- Coordination of general follow up for all clients
reaching our service delivery channels with specific emphasis on Family
Planning, P P FP, and Cervical cancer screening and testing.
- Establishing, managing and coordinating use of
client, staff and strategic partners databases to be used for strategic
engagement e.g. through bulk sms
- Coordinate and manage promotions, campaigns
and client engagements on all electronic platforms for all the MSK
channels i.e. facebook, twitter, website, youtube and
info@mariestopes.or.ke
- Assess training needs and develop a training
programme for the call centre teams as well as general management of call
centre team
Establish protocols and guidelines
that will guide client engagement and management at the call centre
Activities Include:
- Development and operationalization of a call
centre Standard Operating Procedures (SOPs) Manual for various processes
at the call centre.
- Quality assurance and management protocols
- Making available and standardizing various
information tools and materials for reference by the call centre team
Qualifications
- Diploma in Nursing or Clinical Medicine and
Surgery.
- Diploma in Social work and/or Counselling
- Minimum of two years working experience in a
call centre set up
- Call centre management experience desirable
- Courses in customer care and client management
will be an added advantage
Experience
- Knowledge of customer service principles and
practices
- Fluent communication in both English and
Kiswahili
- At least one year working experience working
in a sexual reproductive health organisation.
- Customer service experience.
- Knowledge of administration and clerical
processes.
- Good knowledge of MSK services and services
delivery channels
- Ability to work long hours.
- Prior experience in a call centre environment
( an added advantage )
Skills Required
- Verbal and written communication skills
- Effective listening Skills
- Attention to detail
- Initiative
- Non-judgemental
- Adaptability
- Excellent computer skills
- Team work
- Stress tolerance
- Resilience
- Positive attitude
- Respect for others
Attitude/ Motivation
- Initiative
- Innovative
- Effective Communication
- Responsive
- Working Efficiently
- Sharing Information
- Focus on Learning
- Commitment
- Driven
- Accountable
- Embracing Change
- Motivated
- Team Player
Applications quoting the position
title with detailed CVs with contact details of 3 referees (1 of which should
be immediate, 1 former supervisor and any other) should be submitted to:
People and Development Dept
pd@mariestopes.or.ke
Marie Stopes Kenya
On or before 7th August, 2014.
Only shortlisted candidates will be contacted
NB: Please clearly indicate on the subject line as ‘Customer Care Coordinator’
Marie Stopes Kenya is an equal opportunity Employer