Call Centre – Nurse at Marie Stopes Kenya

MSI Reproductive Choices Kenya is an NGO registered in Kenya operating as a local implementing partner of MSI Reproductive Choices, a UK charity. We deliver quality sexual and reproductive healthcare, family planning and other women’s health services 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.

We are seeking to recruit a Contact Centre Nurse who will report to the Senior Call Centre Coordinator, MEI. The purpose of the post is to contribute to the executions of MSI Kenya 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 MSIK's mission. The contact centres support to ensure that a client is one contact away from a safe service.

It is the responsibility of this role to further our Goal of MAKING CHOICE POSSIBLE for every Kenyan.

The post holder commits to and is held accountable to MSI reproductive choices core values:

• 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 reports

Provision 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   when visiting 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 information  

 Customer 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 own training and keeping skills and knowledge up to date, seeking support plan as required.         

Behaviours and Values:

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.  

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.  
• 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 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-judgemental  
• Adaptability  
• Excellent computer skills
• Stress tolerance  
• Resilience  
• Positive attitude  
• Respect for others
• Teamwork.  

Attitude and Motivation

• 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 MSI Reproductive Choices Kenya’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.

• Motivated  

Motivation towards achieving quality results to maximise potential.