Contact Centre Nurse – Maternity Cover
1 month ago
ABOUT THE COMPANY
Since 1985 Marie Stopes Kenya (MSK) has prided itself in providing a wide range of high quality, affordable and client- centered reproductive services to men, women and young people in collaboration with the Government of Kenya.
Currently MSK employs a total of 269 employees who provide both direct services and support services within the country program.
JOB SUMMARY
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 Suitable and qualified internal and external candidates should email one document combining an application letter and CV to 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.
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 reportsProvision 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 whenvisiting 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 informationCustomer 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 owntraining and keeping skills and knowledge up to date, seeking support plan as required.
REQUIRED SKILLS
Reporting, Call center operation (customer support), Counseling, Communication
REQUIRED EDUCATION
Diploma, Associate's degree
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