Interim Contact Centre Agent - Marie Stopes Ghana

Established in 2006, MSI Ghana is an affiliate of MSI Reproductive Choices and is one of the largest specialized Sexual and Reproductive Health (SRH) organisations in Ghana. MSI Ghana complements the Ministry of Health and Child Care in the provision of quality and affordable general health and SRH services in all regions of Ghana.

Job Description

MSI RCL Ghana has a vacancy for a passion-driven, well-organized, client-oriented and energetic individual with the below relevant qualification/s and experience. MSI RCL 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 Limited we are unapologetically pro-choice. We believe that every woman has the right to make choices about her own body and her own future 

The primary responsibility of this role is to promote MSI RCL Ghana’s mission of ensuring the individual’s right to CHILDREN BY CHOICE, NOT CHANCE. The Contact Center Agent will be responsible for providing information and counselling to inbound calls from existing and potential clients on MSI RCL Ghana’s range of services including but not limited to Family Planning, Sexual and Reproductive Health issues as well as referring callers to other MSI RCL Ghana service delivery points i.e. the Centres of Excellence, the Social Franchise Network etc. The other functions will include managing enquiries, cross-selling MSI RCL Ghana’s services as well pitching telemedicine services.

The post will be based in MSI RCL Ghana’s Support Office 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.

Key Responsibilities

• Provide a basic level of counselling and relevant information to clients who access MSI RCL Ghana through our Contact Center on reproductive health and related issues
• Answer inbound requests promptly and by MSI RCL Ghana’s procedures
• Understand and interpret callers’ complaints/or suggestions accurately
• Service quality follow-ups: Placing of outbound calls to clients who visited MSI RCL Ghana’s service delivery channels
• Reminder follow-ups and responding to emails, online webchat and social media messages
• Refer callers to MSI RCL Ghana clinics and Bluestar Healthcare Networks and make appointments as needed
• Build and educate the caller’s interest in the services and products offered by MSI RCL 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
• 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
• Proactively keep up to date on new procedures and services
• Provide a basic level of counselling support and assurance
• Quickly Identifies the need to escalate specific issues and follow through where necessary
• Any other duties which will ensure the smooth and effective running of the Contact Center and MSI RCL Gh

Operationalized Telemedicine Service

• Pitch telemedicine services (MA, FP and non-core services) to eligible callers and manage records of all Telemedicine pre-consultations.
• Prepare and dispatch all telemedicine packages to clients. Follow up with calls to ensure the packages are successfully delivered
• Ensure follow-up done for all MA telemedicine and escalate all Telemedicine medical emergencies
• Support line manager with Telemedicine stocks and partake in telemedicine trainings

Undertake Outbound Calls

• Ensure follow-up calls are done
• Support centres and M&E team through follow-up call to understand client experience on MSI RCL Ghana services

Communication & Administration

• Properly perform all administrative roles required of the role and log calls to the centre.
• Direct requests and unresolved issues to the appropriate persons
• Escalate any technical challenges to the Contact Centre Manager

Required Skills or 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 Center environment
• Knowledge of customer service principles and practices
• IT skills (focus on Microsoft Office basics, social media)
• Excellent communication & phone Skills
• Confidence & attention to detail
• Data Entry Skills
• People Skill
• Customer Centric
• 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 an added advantage

Attributes

• Strong commitment to the goals and vision of MSI RCL Ghana
• Able to work on own initiative and at long periods
• Customer-focused with good interpersonal skills to engage with people, especially other team members and suppliers
• Meticulous
• Self-motivator; enthusiastic
• Culturally sensitive
• Trust-worthy and principled; zero tolerance for fraud
• Team player
• Pro-family planning and pro-choice