Contact Centre Agent at Marie Stopes

Job Description

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.