Contact Centre Agent at Marie Stopes Kenya
Job role insights
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Date posted
August 5, 2025
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Closing date
August 14, 2025
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Qualification
Diploma
Description
Job Title: | Location: | Reporting to: | Probationary Period: |
Contact Centre Agent | Nairobi | Contact Centre Coordinator | 3 Months |
MSI Kenya is an NGO registered in Kenya 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 looking forward to recruit The Contact Center Agent who will be reporting to the Contact Centre Coordinator. The purpose of the post is to provide overall coordination of the interface between Marie Stopes Kenya and her clients and stakeholders through various communication channels for information dissemination, providing professional counselling services, feedback and directing business through client bookings across all channels.
The primary responsibility of this role is to further our Goal: THE PREVENTION OF UNWANTED BIRTHS and its mission of ensuring the individuals right to: CHILDREN BY CHOICE NOT CHANCE
The post holder commits to and is held accountable to MSI global values:
mission driven | Client centred | Accountable | Courageous | Resilient | Inclusive |
Key Responsibilities |
| Measure |
This post has the following key responsibilities with related deliverables:
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Provision of counselling, support and information to MSIK Clients and employees Activities include:
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• Number of clients counselled every month
Monthly client feedback and experience reports
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• Route calls and emails to the appropriate resource
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Data entry to analyse communication with the clients Activities Include: • Enter new customer information into the system and maintain the Call Centre database
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• 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:
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monthly engagement/campaign reports
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- 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 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 Embracing Change
Openness to embracing change within the organisation and being able to adjust plans/activities accordingly
• MotivatedMotivation towards achieving quality results to maximise potential
• Team PlayerWorking as part of a team by being supportive, flexible and showing respect for each other
Apply
Click on the link to apply: https://hcm.mariestopes.or.ke/recruitment_detail.jsp?work_type=1&link=55
Interested in this job?
8 days left to apply