Contact Center Agent - Marie Stopes Ghana

MSI Reproductive Choices is one of the world’s leading providers of sexual and reproductive healthcare. We believe that everyone should have the right to choose. From contraception to safe abortion and life-saving post-abortion care, we are committed to delivering compassionate, affordable, high-quality services for all.

Today, our organisation has over 9,000 team members working in 37 countries across the world. Our success lies in the fact that MSI teams are locally led, entrepreneurial and results-driven, and are passionate about delivering high quality, client-centered care in their own communities. As a social business, we focus on sustainable delivery, efficiency, and funding models that are built to last, so that the women and girls we serve today will have a choice in the future too.

We know that access to reproductive choice is life changing. For some, it can mean the ability to complete an education or start a career. For others, it means being able to look after the family they already have. For everyone, it means the freedom to decide their own future, creating a fairer, more equal world.

Job Description

MSI Ghana has vacancies for passion driven, well-organised, client-oriented and energetic individuals with the below relevant qualification/s and experience in Accra. MSI Ghana’s goal is to meet the needs of the underserved and improve access to the use of Family Planning (FP) and other Sexual Reproductive Health (SRH) services.

At MSI Reproductive Choices we are unapologetically pro-choice. We believe that every woman has the right to make choices about her own body and her own future. MSIG currently has a temporary vacancy for a CONTACT CENTRE AGENT. 

About the Role

The Contact Center Agent will be responsible for providing information and counselling to inbound calls from existing and potential clients on MSIG’s range of services including but not limited to Family Planning, Sexual and Reproductive Health issues as well as referring callers to other MSIG service delivery points i.e. the Centres of Excellence, the Social Franchise Network and Outreach.

The other functions will include managing enquiries, cross-selling MSIG’s services as well pitching telemedicine services. The post will be based in Accra with highly focused marketing support thus strong customer service skills, politeness, empathy and the passion to provide correct information are integral personal values that are required for this role. The duties and responsibilities presented below may expand as the experience of running a Contact Center is built.

What You’ll Do: As a Contact Centre Agent, you will play a vital role in delivering general medical care and STI management services. You will work closely with our Clinical Quality Team to ensure that every client receives safe, respectful, and high-quality care.

Key Responsibilities

• Provide a basic level of counselling and relevant information to clients who access MSI through our Contact Center on reproductive health and related issues 
• Answer inbound requests promptly and in accordance with MSI procedures
• Understand and interpret callers’ complaints/or suggestions accurately 
• Service quality follow-ups: Placing of outbound calls to clients who visited MSI service delivery channels 
• Reminder follow-ups: Reminding clients before their visits 
• Respond to emails, online webchat and social media messages 
• Refer callers to MSI clinics and Bluestar Healthcare Networks and make appointments as needed 
• Have a good understanding of MSI products and services 
• Build and educate the caller’s interest in the services and products offered by Marie Stopes International Ghana. 
• Enter new client information into the system and maintain the Contact Centre database. Keep records of caller’s interactions and details of actions taken 
• Keep records of caller’s interactions and details of actions taken 
• Empathize with callers and provide technical advice about Family Planning, MSP/MSMP and non- core services. 
• Responding courteously and interacting with callers for a complete caller satisfaction experience.
• Recognizing, applying and explaining FP/MSP/MSMP to callers 
• Direct requests and unresolved issues to the appropriate Centre Managers 
• Refer callers to members of the Bluestar Healthcare Network where appropriate 
• Must comprehend and interpret caller's complaints/or suggestions accurately 
• Build and educate the caller’s interest in the services and products offered by Marie Stopes International Ghana. 
• Providing individualized callers, service of high-standard professional level 
• Proactively keep up to date on new procedures and services 
• Provide a basic level of counselling support and assurance 
• Quickly identify the need to escalate specific issues and follow through where necessary

Operationalised Telemedicine Service 

• Pitch telemedicine services (MA and FP services) to eligible callers and manage records of all Telemedicine pre-consultations. 
• Receive payment for all telemedicine clients 
• Prepare and dispatch all telemedicine packages to clients. Follow up with calls to ensure the packages are successfully delivered 
• Ensure 7-day follow-up is done for all MA telemedicine clients. 
• Help escalate all Telemedicine medical emergencies 
• Support line manager with monthly stocktaking of Telemedicine stocks. 
• Partake in all medical training exercises for Telemedicine.

Undertake Outbound calls 

• Ensure follow-up calls are done to pending telemedicine clients to ensure conversion 
• Lead outbound calls to drive tele sales for commercial sales products 
• Support commercial sales to verify ageing debts 
• Support centre and M&E team through follow-up call to understand client experience on MSI services.

Communication and administration 

• Properly perform all administrative roles required of the role. 
• Log all calls to the centre. 
• Direct requests and unresolved issues to the appropriate resources (Contact Center Manager, Telemedicine Midwife, Centre Managers, Medical Development team etc.) 
• Escalate any technical challenges to the Contact Centre Manager
• Any other duties which will ensure the smooth and effective running of the Contact Center and MSI Ghana

Required Skills or Experience

Qualifications & Experience

• Degree/HND in Marketing/Social Sciences/ Health Care Assistance/Enrolled Nursing/Community Health Nurse etc.
• 2yrs post-graduation experience
• Prior experience in a Contact Centre environment
• Knowledge of customer service principles and practices
• IT skills (focus on Microsoft Office basics, social media)

Attributes

• Having excellent communication skills 
• Phone Skills 
• Being confident 
• Attentive listening 
• Data Entry Skills 
• People Skill 
• Customer Focus 
• Customer Service 
• Attention to Detail 
• Professionalism 
• Multi-tasking
• Flexible and adaptable 
• Being able to work independently 
• Having the desire to help others 
• Having a pleasant and reassuring personality 
• Willingness to go the extra mile 
• Ability to speak any 2 of the following local dialects - English, Twi, Ga, Dagbani and Ewe. The ability to speak French in addition to any of these local dialects will be added advantage. 

Attitude / Motivation

• Empathetic to women and men seeking Family Planning and Reproductive Health services [ESSENTIAL] 
• Be able to work on your initiative for longer periods. 
• Customer-focused with good interpersonal skills to engage with people at all levels –government, donor and community 
• Passionate about maternal health
• Motivates team members to deliver high-quality service and results 
• Self-motivator and able to motivate others to achieve results. 
• Pro-choice

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