Job Title: Contact Centre Nurse
Hiring Organization: Marie
Stopes Kenya
Location – Locality: Nairobi
Location – Region: Kenya
Industry: NGO
Job Type: Full
Time
Salary: KES
Date Posted: 05/15/2024
The main purpose of this position is to contribute to the executions of MSK call Centre’s overall digital strategy by continuously communicating and engaging with our clients and other stakeholders through various communication channels for information dissemination, providing professional counselling services, feedback and directing business through client bookings across all channels.
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
How to
Apply
Suitable
and qualified internal and external candidates should email one document
combining an application letter and CV to pd@mariestopes.or.ke on
or before 24thMay, 2024. The subject of the email should read Call Center Nurse
– Maternity Cover. The applications shall be reviewed on a rolling basis. Do
not attach certificates and testimonials.
