Contact Centre Agent
Location: Nairobi
Industry: Healthcare
Our Client, an International
NGO whose core business is Reproductive Health and Family Planning to millions
of the world’s poorest and vulnerable women, is seeking to recruit a Contact
Centre agent.
Duties and Responsibilities
- Counselling and
providing relevant information to clients and who access 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.
- Route calls and
emails to the appropriate resource
- Enter new
customer information into the system and maintain the Call Centre database
- Capturing and
continuously updating new client information on the call centre data base.
- Conducting
general follow ups to clients reaching our service delivery channels with
specific emphasis on Family planning and cervical cancer screening.
- Establishing
and facilitating use of client staff and strategic partner’s databases to
be used in strategic marketing via bulk SMS.
- Timely
escalation and resolution of all client queries using the defined
escalation procedure.
Qualification and Experience
- Diploma in
Nursing, Clinical Medicine, public health or other related course from a
recognized university.
- Courses in
customer care, communication and client management and nursing background
will be an added advantage.
- Experience in
counselling and working in a Contact Centre will be an added
advantage
- At least one
year working experience in an Sexual and Reproductive Health organization
- Knowledge of
customer service principles and practices
- Fluent
communication in both English and Kiswahili with a clear neutral accent
- Ability to work
long hours and in a shift system
To apply, send your CV and
cover letter only to recruit@flexi-personnel.com before close of business 15th
October, 2016.
Clearly indicate the position
applied for and salary expectation on the subject line.
NB: Flexi Personnel Ltd does not charge candidates for job placement.
