Graduate Call Centre Agents At Marie Stopes International

Job Title: Call Centre Agents
Location: Abuja, Nigeria
Reporting to: Call Centre Coordinator
Overall Responsibility

Working with and reporting to the MSION call center Coordinator, the Call Centre Agent is a key member of the Operations Department whose role is considered an important contribution to client satisfaction by providing a prompt, efficient and courteous service to ALL callers. The call centre agent will be responsible for handling calls from new and existing clients regarding a variety of requests. She/he is expected to use her knowledge of MSION services and products, as well as great customer service skills to address clients’ questions, issues/concerns, provide support and offer information as needed to keep clients satisfied and retain/expand MSION business.
Specific Responsibilities
§ Serve as the first contact person for clients who are calling to the call centre
§ Obtain client information by answering telephone calls, interviewing clients and verifying information in a warm, friendly manner; identify the nature of the query; deal with queries, transfer or direct clients as appropriate
§ Answer questions, providing information and or referrals as may be required
§ Maintain communication equipment in perfect working condition and promptly reports problems
§ Update customer records with details of the inquiry and the response as necessary in the database
§ Control all calls from clients in effective, professional and caring manner
§ Provide all information that required by the caller with regard to the MSION family planning and reproductive health service provision.
§ Generate caller interest in the FP services provided by MSION through clinics, social franchising, outreach program and public facility.
§ Work as a team with the call centre staff to better serve the clients through providing MSION family planning services.
§ Direct the caller to the MSION FP service delivery points based on the type of services required by the caller.
§ Develop and maintain a friendly conversation with caller and keep the clients’ information confidential.
Person Specification
Education and Qualifications
§ Diploma in nursing or social work from accredited institutions; health background is a MUST
§ Interest in FP and RH issues
§ Previous experience in call centre agent activity is an advantage
§ Proficient in relevant computer applications
§ Six months or more experience in a call centre
Skills required, Attitudes and Attributes
§ Good interpersonal skills to understand clients’ inquiries/complaints and deal effectively with challenging situations (people who may be worried, frustrated or angry)
§ Ability to learn quickly to acquire MSION services and product knowledge in order to effectively respond to client’s questions and concerns
§ Willingness to work flexible hours as may be required (evenings, weekends and public holidays
§ Proficiency in use of computer and internet
§ Excellent oral and written communication skills in local language (English plus any 1 or 2 of major Nigerian languages)
§ Understanding of the issues surrounding provision of reproductive health care services
§ Strong personal commitment to the goals of MSION and to put it into practice
§ Empathetic
§ Respects confidentiality
§ Sensitive to people’s cultural and religious sensibilities
§ Non judgemental

How to apply:
Interested candidates should apply by email with CV and suitability statement as a single attachment to recruitment@mariestopes.org.ng not later than Tuesday 11^th August 2015.MSION is an equal opportunities employer.
]The subject of the email should be the POSITION TITLE / LOCATION and the CV/Suitability statement should be saved in the applicant’s full name. Only shortlisted candidates will be contacted