Contact Center Agent - Marie Stopes Ghana

Full Job Description - Read Carefully

Established in 2006, MSI Ghana is an affiliate of MSI Reproductive Choices and one of the largest specialized Sexual and Reproductive Health (SRH) organizations in Ghana. MSIG complements the Ministry of Health by providing quality, affordable general health and SRH services across all regions of Ghana.

At MSI Reproductive Choices, we are unapologetically pro-choice. We believe every individual has the right to make decisions about their own body and future. Our goal is to reach the underserved and expand equitable access to Family Planning and other SRH services.

MSI Reproductive Choices Ghana (MSIG) is a leading sexual and reproductive health organisation delivering client-centered services across Ghana. We are unapologetically prochoice and committed to expanding equitable access to family planning and SRH services. MSIG invites applications from qualified, experienced, and value-driven professionals for the role of Contact Centre Agent.

Role Overview

The Contact Center Agents will be responsible for providing information and counselling to inbound interactions 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 clients to other MSIG service delivery points i.e. the Centres of Excellence, Telemedicine.

The post will be based in Accra with highly focused marketing support, thus strong customer service skills, politeness, empathy and the passion to support our SRH clients and the provision of 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 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 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 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.
• Any other duties which will ensure the smooth and effective running of the Contact Center and MSI Ghana.
• Empathize with callers and provide technical advice about Family Planning, MSP/MSMP and non-core services.
• Responding courteously and interacting with clients with respect for a complete caller satisfaction experience.
• Recognizing, applying and explaining MSI services to clients.
• Direct requests and unresolved issues to the Contact Centre Manager or 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 clients, 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 Identifies the need to escalate specific issues and follow through where necessary.

2. Operationalized Telemedicine service

• Pitch telemedicine services (MA, FP and non-core services) to eligible clients and manage records of all Telemedicine pre-consultations.

Undertake Outbound calls

• 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.

3. 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, Centre Manager, Clinical Quality team etc.)
• Escalate any technical challenges to the Contact Centre Manager

Required Skills or Experience

Qualifications

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

Skills and Experience

• 2 years post-graduation experience
• 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
• Motivate team members to deliver high-quality service and results
• Team player
• Self-motivator and able to motivate others to achieve results.
• Pro-choice

🔥 SIMILAR JOBS YOU MAY LIKE → APPLY