Marie Stopes Contact Center Nurse Jobs in Kenya

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 fulfillment of MSK's mission

Marie Stopes Kenya is an NGO registered in Kenya. We are affiliated to Marie Stopes International. Together we deliver
safe abortion, quality sexual and reproductive health care and family planning to millions of the world's poorest and most vulnerable women.

We want to make sure that women have a choice when it comes to having children and that death by unsafe abortion is reduced.

The primary responsibility of this role is to further our Goal: THE PREVENTION OF UNWANTED BIRTHS and its mission of ensuring the individual’s right to: CHILDREN BY CHOICE NOT CHANCE

The post holder commits to and is held accountable to Marie Stopes International global core values:

Key Responsibilities Measure

Provision of counselling, support and information to MSK Clients and employees on
phone


  • 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.  100% follow on clients who visit MSK centres.
  • 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.

    Qualifications:

  • Diploma in Nursing from a recognised 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.

    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

    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

    How To Apply

    Applications quoting the position title with a detailed CV, contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a
    relative) should be submitted to: [email protected] on or before 11th May, 2018.

    Only shortlisted candidates will be contacted.
    If we do not contact you by 30 June 2018, please consider yourself unsuccessful.

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