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Marie Stopes Kenya
Contact Centre Nurse – Maternity Cover
Nairobi, Kenya
Closing: May 24, 2024
7 days remainingPublished: May 17, 2024 ( today)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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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 [email protected] 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
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 [email protected] 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.
- 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.
Applications submitted via Fuzu have 32% higher chance of getting shortlisted.