Role Profile: Call Centre Agent - Nurse
Sheer Logic is seeking to
engage a dynamic individual for the Call Centre position for our client -
Marie Stopes Kenya
The successful candidate MUST
also have a background in Clinical Medicine or Nursing.
Key Result Areas
1. Provision of counseling,
support and information to MSK Clients and employees
- Counseling and
providing relevant information to clients and who access through our call
centres 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
2. Data entry to analyse
communication with the clients Activities Include:
- Enter new
customer information into the system and maintain the Call Centre database
3. Customer Information
management
- Capturing and
continuously updating new client information on the call centre database
- 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.
4. Personal
development:
- Actively take
responsibility for own development including ownership of own training and
keeping skills and knowledge up to date, seeking support as required.
Qualifications
- Diploma in
Nursing, Clinical Medicine, public health or other related course from a
recognised university. This is a MUST.
- 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
Key Skills
- Knowledge of
customer service principles and practices.
- Fluent
communication in both English and Kiswahili with a clear neutral accent.
- 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.
How to Apply
How to Apply
If you believe your career
objectives match this exciting position, please forward your application and
detailed C.V stating your current position, remuneration, contact details by
05th October 2016 to the Sheer Logic Management Consultants E- Mail:
sheerlogictalentsourcing@gmail.com clearly marking “Call Centre Agent” on
the subject line.
Failure to do so will lead to
automatic disqualification.
Only shortlisted candidates will be contacted
