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Marie Stopes Uganda
Health care + 1 more
Contact Centre Agent
Closed for applications
Description
Requirements
- Graduate
- Receive and attend to all incoming calls and provide counselling or information. Ensure proper documentation of all calls in the contact Centre C3 system.
- Refer clients to the different Marie Stopes Service Delivery Channels to increase service uptake, particularly for the Centers and Hospital.
- Conversion of Referred clients into actual Visits
- 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.
- Referral Conversion of Chat Interactions
- Make follow-ups’ of all referred clients on the EHR System for post-service review and feedback.
- Ensure that clients referred to centers are issued with E-coupons to allow for proper tracking of the uptake of core services.
- Escalate sensitive issues or subject matters to the Contact Centre Team Leader.
- Participate in the online courses aimed at improving counselling skills and personal development.
- Bring areas of underperformance in contact centers’ 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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