Contact Center 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,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.

• 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