Introduction

Marie Stopes Nigeria (MSION) is a results-oriented Social Business, which uses modern management and marketing techniques to provide reproductive health care and allied services. MSION’s goal is to meet the needs of underserved Nigerians and dramatically improve access and use of a range of reproductive health services. MSION is part of Marie Stopes International’s Global Partnership which is in over 37 countries worldwide.

The post holder is required to demonstrate: initiative; energy; persistence; results orientation; drive; integrity and discretion; enthusiasm; and commitment to personal development to further MSI’s partnership mission of enabling individuals to have children by choice not chance.

Overall Responsibility

Working with and reporting to the MSION Contact Centre Manager, the Contact Centre Agent will be responsible for handling all incoming and outgoing calls, as well as responding to clients via chat and social media. The contact centre agent will refer clients to appropriate Centres for services. The agent will provide accurate product and service information to clients.

Specific Responsibilities

• Receive and attend to all incoming calls and messages via chat and on social media.
• Manage and resolve clients’ complaints
• Escalate sensitive issues or subject matters to the contact centre manager
• Route calls and messages to appropriate clinics or qualified MSION personnel
• Document all calls and messages according to standard operating procedures
• Recognise, document, and alert the contact centre manager or contact centre team of trends in customer calls and messages
• Other duties as assigned
• Refer all sensitive health-related questions to contact centre manager
• Bring areas of underperformance in contact centres’ call volumes, messages and general management to the attention of the contact manager

Team Planning

• Abide with the implementation of a weekly duty roaster, as appropriate.
• Be available to answer questions, take calls and respond to messages

Administration/Support

• Manage initial complaints and queries and escalate where necessary
• Compile monthly call centre progress report to immediate supervisor and other concerned within MSION

Qualifications

• First degree or HND in Mass Communication, Language Arts, Social Work, and Sociology fields with at least three years of experiences in related fields.

Experience

• Experience of working in a service/healthcare environment.
• Experience of being part of a team.
• Experience of working with people and as part of a team.
• Experience of working with minimal supervision

kills

• IT literate with knowledge of Word/PowerPoint/Excel
• A Good Listener
• Good communicator, able to convey information in a clear, simple and warm manner over the telephone and face to face setting
• Able to diffuse and handle difficult situations/people
• Excellent client care skills
• Fluent in English and able to communicate at least two of the 3 major Nigerian languages (Hausa, Ibo, Yoruba)