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
