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Administrative, clerical Jobs in Uganda

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Marie Stopes UG

Only on Fuzu

Contact Centre Agents

Kampala, Uganda

Marie Stopes UG

Only on Fuzu

Office Assistant

Kampala, Uganda

Alight Ug

Toll - Free Line Operator

Kampala, Uganda

Ernst & Young Global Limited (EY)

Administrative Assistant

Kampala, Uganda

Lancet Laboratories

Administration Officer

Kampala, Uganda

KAKIRA OUTGROWERS RURAL DEVELOPMENT FUND (KORD)

Chief Executive Officer

Jinja, Uganda

Bank of Baroda (Uganda)

Office Assistants (On Contractual Basis) - (Non - Clerical Cadre)

Kampala, Uganda

U.S Embassy in Uganda

Office Management Assistant – CDC

Kampala, Uganda

Catholic Relief Services- CRS

Office Assistant - Cleaner

Hoima, Uganda

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U.S Embassy in Uganda

CDC Office Management Assistant

Kampala, Uganda

Only on Fuzu

Contact Centre Agents

Closing: Mar 21, 2024

18 days remaining

Published: Feb 26, 2024 (6 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Background:

Marie Stopes Uganda (MSUG) is a results-oriented Social Business, which uses modern management and marketing techniques to provide reproductive health care and allied services. MSUG’s goal is to meet the needs of underserved Ugandans and improve access and use of a range of reproductive health services. MSUG is part of Marie Stopes International’s Global Partnership which is in 37 countries around the globe.

Purpose:

We are seeking to recruit a Contact Centre Agent to help further MSUG’s mission of ensuring individuals’ right to CHILDREN BY CHOICE NOT CHANCE. The key objective of the role is to identify and understand customer needs and deliver first-class customer service in an omnichannel Contact Centre environment - voice/WhatsApp/email/social media. A key success measure will be the ability to assist clients with bookings and facilitate payment for consultation services offered by MSUG Centres and Hospital. The agent must demonstrate initiative, enthusiasm, and commitment and can drive integrity and discretion.

About You:
• You are Pro-Choice.
• Have a minimum qualification of a bachelor’s degree in public health, Social Work, Marketing, Guidance and Counselling, Nursing or any other related field.
• Formal call centre experience (added advantage).
• Must be familiar with various contact centre platforms i.e., voice/WhatsApp/email/social media.
• Fluent in English and at least 3 local languages particularly Runyankore, Rukiga, Runyoro, Rutooro, Lusoga, Langi, Acholi ,Ateso , Lugishu, and other local languages.
• Proficient in MS Office Suite applications.
• Excellent problem-solving and communication skills (listening, speaking and writing)
• Medical Background is an added advantage.


Responsibilities
Background:

Marie Stopes Uganda (MSUG) is a results-oriented Social Business, which uses modern management and marketing techniques to provide reproductive health care and allied services. MSUG’s goal is to meet the needs of underserved Ugandans and improve access and use of a range of reproductive health services. MSUG is part of Marie Stopes International’s Global Partnership which is in 37 countries around the globe.

Purpose:

We are seeking to recruit a Contact Centre Agent to help further MSUG’s mission of ensuring individuals’ right to CHILDREN BY CHOICE NOT CHANCE. The key objective of the role is to identify and understand customer needs and deliver first-class customer service in an omnichannel Contact Centre environment - voice/WhatsApp/email/social media. A key success measure will be the ability to assist clients with bookings and facilitate payment for consultation services offered by MSUG Centres and Hospital. The agent must demonstrate initiative, enthusiasm, and commitment and can drive integrity and discretion.

About You:
• You are Pro-Choice.
• Have a minimum qualification of a bachelor’s degree in public health, Social Work, Marketing, Guidance and Counselling, Nursing or any other related field.
• Formal call centre experience (added advantage).
• Must be familiar with various contact centre platforms i.e., voice/WhatsApp/email/social media.
• Fluent in English and at least 3 local languages particularly Runyankore, Rukiga, Runyoro, Rutooro, Lusoga, Langi, Acholi ,Ateso , Lugishu, and other local languages.
• Proficient in MS Office Suite applications.
• Excellent problem-solving and communication skills (listening, speaking and writing)
• Medical Background is an added advantage.


Key Responsibilities:
  • Receive and attend to all incoming calls and provide counselling or information. Ensure proper documentation of all calls in the contact Centre C3 system.

    • KPI - 1300 total calls recorded per month and that is . 1000 inbound calls and 300 outbound calls each month

  • Refer clients to the different Marie Stopes Service Delivery Channels in order to increase service uptake, particularly for the Centres and Hospital.
    • KPI - 520 referrals executed and recorded per month 

  • Effectively manage and respond to client messages through chat and social media via IMI Chats, ensuring communication is in their preferred language and with correct diction or grammar.
    • KPI - 10,668 WhatsApp chats, 275 Facebook and 50 SMS Chats monthly.
  • Make follow-ups’ of all referred clients on the EHR System for post-service review and feedback.
    • KPI - 200 clients followed up each month 

  • Ensure that clients referred to centres are issued with E-coupons to allow for proper tracking of the uptake of core services

    • KPI - 120 E-coupons issued per month 

  • Escalate sensitive issues or subject matters to the Contact Centre Team Leader

    • KPI - Timely submission of incidents

  • Participate in the online courses aimed at improving counselling skills and personal development.

    • KPI - Submit at least 3 certificates per year of attained professional courses/skills

  • Bring areas of underperformance in contact centres' call volumes, messages and general management to the attention of the Contact Centre Team Leader

  • Perform any other duties as directed by the Contact Centre Team Leader


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