Job Details
This post reports to the Call Centre Coordinator. The purpose of the post 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. The strategic purpose of the Department is: Exploitation of marketing opportunities and demand generation to benefit the fulfilment of MSK’s mission.
Provision of counselling, support and information to MSK Clients and employees
Counselling and providing relevant information to clients and who access MSK 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
Data entry to analyse communication with the clients Activities Include:
Enter new customer information into the system and maintain the Call Centre database
Customer Information management
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.
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.
Skills and Experience
Qualifications:
Diploma in Nursing, Clinical Medicine, public health or other related course from a recognised 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.
Experience:
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
Skills:
Verbal and written communication skills
Effective listening Skills
Attention to detail
Initiative
Non-judgemental
Adaptability
Excellent computer skills
Team work
Stress tolerance
Resilience
Positive attitude
Respect for others
Attitude / Motivation:
Successful performance at MSK is not simply defined in terms of ‘what’ people achieve, but equally is about ‘how’ people go about their jobs and the impact that they have on others. There are 13 key behaviours that MSI encourages in all employees and they are defined below:
Initiative
Thinking and taking action to make the most of opportunities by finding the optimum solution
Innovative
Thinking creatively and outside of the box so that ideas generated create a positive outcome
Effective Communication
Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise. Demonstrating diplomacy and maintaining confidentiality.
Responsive
Being responsive to changing priorities and demands
Working Efficiently
Planning, prioritising and organising work to ensure work is accurate and deadlines are met
Sharing Information
Sharing information and knowledge whilst maintaining confidentiality
Focus on Learning
Taking responsibility for keeping knowledge and skills updated and for seeking opportunities to develop further
Commitment
Awareness and understanding of MSK’s goals, vision and values and how your role impacts on this and going the extra mile to meet role requirements
Driven
Drive and determination to deliver results
Accountable
Taking responsibility for appropriate decisions that you make, and the actions and behaviour you demonstrate. Demonstrating integrity in all aspects of your work including financial integrity.
Embracing Change
Openness to embracing change within the organisation and being able to adjust plans/activities accordingly
Motivated
Motivation towards achieving quality results to maximise potential
