Contact Center Agent - Planned Parenthood Association of Ghana



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Job Description: Responsibilities, Qualifications, and Necessary Skills





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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,in close collaboration with OXFAM, hereby invites result-oriented and committed persons to apply for the following vacant position to be filled in the Association.

Job Description

  • REPORTS TO: PROJECT COORDINATOR
  • LOCATION HEAD OFFICE, ACCRA
  • CONTRACT DURATION: TWO YEARS?

JOB PURPOSE

To provide timely response to clients and appropriate referrals and follow-up over phone calls and through various social media platforms.

  • INTERNAL RELATIONSHIPS: All Project Officers, All Managers, Departments and Offices
  • EXTERNAL RELATIONSHIPS: PPAG Partner Organizations, Ministry of Health, GHS, National Media

DUTIES

  • Make and receive calls using a telephone headset or smartphone.
  • Route or refer calls to appropriate services providers based on caller’s needs.


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  • 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 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 center to the supervisor
  • Acquire lead lists with names and telephone numbers of potential clients.
  • Monitor performance in conjunction with personal goals and business objectives.
  • Perform any other duty that may be assigned from time to time by the supervisor

Required Skills or Experience

  • A qualification in nursing or Psychology (First Degree, Diploma,Certificate)
  • One year working experience in the health sector
  • Experience or strong background in Sexual and Reproductive health and customer service roles is preferred
  • Proficiency with computers and software such as Microsoft Office.

OTHER QUALITIES AND REQUIREMENTS

  • Be proficient in at least three (3) Ghanaian languages. Required languages include Twi, Ewe, Ga-damgbe, Dagbani, Frafra etc.
  • Must understand and live up to the principles of PRIVACY, CONFIDENTIALITY and RESPECTFUL of all manner of persons
  • Good communication skills
  • Be non-judgmental, confidential and respect 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 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 assignment
  • Be open to learn new things and be challenged to do more
  • Must not be above 35 years of age


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  • An application will not in itself entitle the applicant to an interview.

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