Contact Centre Agent at Marie Stopes Kenya

Job Title:  

Location:  

Reporting to:  

Probationary Period:  

Contact  Centre Agent  

 Nairobi  

Contact  Centre Coordinator  

3 Months  

mission driven 

Client centred

Accountable

Courageous

Resilient

Inclusive 

Key Responsibilities  

Measure  

This post has the following key responsibilities with related deliverables:                   

1. Provision of counselling, support and information to MSIK Clients and employees  

1. Accurate data entry on contact center tools to analyse communication with the clients  

1. Provide overall planning and coordination of services and activities undertaken at the call centre ensuring proper coverage.  

1. Monthly supervisory reports showing number of clients and staff reached out to.  

1. Detailed client information in the  system  

1. Monthly call centre activity and output reports  

Provision of counselling, support and information to MSIK Clients and employees  

Activities include:  

• Counselling and providing relevant information to clients and who access MSIK through our call centre on reproductive health and related issues  

• Making outbound calls to all clients from our database to find out about their experience.

• Number of clients counselled every  

month  

Monthly client feedback and  

experience reports  

•      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  

• Detailed client information in the system.  

Provide overall planning and coordination of services and activities undertaken at the call centre ensuring proper coverage Activities Include:  

• Coordinating client satisfaction surveys across all our channels in conjunction with the M&E team and research for required information using available resources  

• Coordination of general follow up for all clients reaching our service delivery channels with specific emphasis on Women’s wellness, Family Planning, PAFP, and Cervical cancer screening and testing, STI screening and testing  

• Establishing, facilitating and coordinating use of client, staff and strategic partners databases to be used for strategic engagement e.g. through bulk sms  

• Coordinate and facilitate promotions, campaigns and client engagements on all electronic platforms for all the MSIK channels i.e. facebook, twitter, website, youtube  and info@mariestopes.or.ke    

• Monthly client satisfaction survey reports  

• Monthly client follow up reports   

• Operational client and staff database with

monthly  engagement/campaign  reports  

• Monthly detailed reports on engagements and campaigns undertaken and impact generated