Contact Centre Agent at Flexi-Personnel

Duties and Responsibilities

• Counselling and providing relevant information to clients and who access through our call centre on reproductive health and related issues
• Making outbound calls to all clients from our database to find out about their client experience when visiting our service delivery channels and making necessary recommendation.
• Route calls and emails to the appropriate resource
• Enter new customer information into the system and maintain the Call Centre database
• Capturing and continuously updating new client information on the call centre data base.
• Conducting general follow ups to clients reaching our service delivery channels with specific emphasis on Family planning and cervical cancer screening.
• Establishing and facilitating use of client staff and strategic partner’s databases to be used in strategic marketing via bulk SMS.
• Timely escalation and resolution of all client queries using the defined escalation procedure

Qualification and Experience

• Diploma in Nursing, Clinical Medicine, public health or other related course from a recognized university.
• Courses in customer care, communication and client management and nursing background will be an added advantage.
• Experience in counselling and working in a Contact Centre  will be an added advantage
• At least one year working experience in an Sexual and Reproductive Health organization
• Knowledge of customer service principles and practices
• Fluent communication in both English and Kiswahili with a clear neutral accent
• Ability to work long hours and in a shift system