Contact Centre Agent - Planned Parenthood Association of Ghana

The Planned Parenthood Association of Ghana (PPAG), is an NGO and a member of the International Planned Parenthood Federation (IPPF). PPAG, a leading provider of Sexual and Reproductive Health and Rights (SRHR) education, information and services in Ghana, hereby invites result-oriented and committed persons to apply for the following vacant position to be filled in the Association. PPAG is the Member Association (MA) of IPPF in Ghana.

Job Description

• Reports to: Project Coordinator.
• INTERNAL RELATIONSHIPS: All Project Officers, All Managers, Departments, and Office.
• EXTERNAL RELATIONSHIPS: PPAG Partner Organizations, Ministry of Health, GHS, National Media Commission, DOVVSU, and other NGOs.

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DUTIES

• Make and receive calls using a telephone headset or smartphone.
• Route or refer calls to appropriate services providers based on the caller’s needs.
• Provide private, confidential, non-judgmental, and accurate information, guidance, and support to callers
• Monitor and respond to social media-related posts and messages.
• Respond to customer queries with information about services or assistance to locating PPAG clinics or its partner facilities.
• Collect customer information pertinent to the organization’s objectives, such as name, address demographic, and reasons for engagement.
• Process order information; schedule appointments and link to specialists if need be for telemedicine.
• Enter data into computer systems.
• Maintain detailed confidential records of contacts.
• prepare periodic reports on the operations of the centre to the supervisor
• Acquire lead lists with names and telephone numbers of potential clients.
• Monitor performance in conjunction with personal goals and business objectives.
• Support in the development of various materials.
• Perform any other duty that may be assigned from time to time by the supervisor.

Required Skills or Experience

• A qualification in nursing ( First Degree in Certificate)
• One year of working experience in the health sector.
• Experience or a strong background in sexual and reproductive health and customer service role is preferred.
• Proficient with computers and software such as Microsoft Office.

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OTHER QUALITIES AND REQUIREMENTS

• Be proficient in at least three Ghanaian languages. Required language includes Twi, Ewe, Ga-Adangbe, Dagbani, Frafra, etc.
• Must understand and live up to the principles of Privacy, Confidentiality, and Respectful for all manner of persons.
• Be respectful of people and their rights
• Be non-judgmental, confidential, and respect the privacy of individual
• Be open-minded and non-discriminatory
• Strong computer and social media skills
• Very good communication, report writing, and presentation skills
• Must be youth-friendly
• Must be able to work with little or no supervision
• Must have a high sense of responsibility and initiative
• Strong interpersonal and leadership skills
• Must be a team player
• Ability to work under pressure
• Ability to work for long hours
• Exemplary customer service skills
• Ability to handle demanding clients with patience and professionalism
• Able to thrive in a fast-paced environment.
• Must be able to multi-task and manage time properly and effectively
• Must be able to adapt to different situations and individuals
• Ability to prioritize in the face of multiple tasks or assignments
• Be open to learning new things and be challenged to do more