Purpose:
\nThe Contact Centre Agent will be providing client support and assistance, resolving inquiries and issues, and ultimately contributing to client satisfaction and loyalty.
\nMarie Stopes Zambia (MSZ) is a marketing-focused, results-oriented social enterprise, which uses modern management and marketing techniques to provide reproductive and sexual healthcare. MSZ is part of the global network that is MSI Reproductive Choices (MSI). MSZ subscribes to the MSI goal and mission, which is to prevent unwanted births and to ensure the individual\u2019s right to Children by Choice not Chance.
\nIt is a role requirement that the job holder must fully comply with, promote and live MSI CORE VALUES: mission driven, client centered, results orientated, pioneering, sustainable and people centered.
\n\u00a0
\nKey Responsibilities:
\n1.\u00a0\u00a0\u00a0 Overall quality inputs into service delivery points, includes:<\/p>\n
Provides information on comprehensive SRH package including FP (family planning), pregnancy management, HIV counselling and testing, STI treatment and safe abortion care according to MSZ clinical protocols and any other service identified by MSZ.
\nCounselling of clients and provision of advice for family planning, sexually transmitted infections, HIV\/AIDS and other SRH services
\nAdvise and refer clients and callers to MSI teams, Public and private clinics and hospitals.
\nDevelop and maintain a friendly conversation with caller and keep the client\u2019s information confidential.
\nProviding individualised customer service of high-standard professional level
\nUnderstand the need of the caller and respond appropriately and in caring manner.
\nProvide all information that is required by the caller with regard to the MSZ family planning and reproductive health service provision.
\nListen actively to the caller questions and inquiries, question appropriately for clarity of client interest and need, and provide feedback to the need of caller as appropriate.
\nGenerate caller interest in the FP services provided by MSZ through public and private clinics, and outreach programs.
\nWork as a team with the Clinical services staff to better serve the clients through providing MSZ family planning services.
\nDirect the caller to the MSZ FP\/SAPAC service delivery points based on the type of services required by the caller.<\/p>\n
2.\u00a0\u00a0\u00a0 Participating in the provision of high-quality care to clients including:<\/p>\n
Proper counselling of clients, to be responsive to client needs, and to recognize potential medical problems and refer them as appropriate.
\nAdherence to MSZ clinical guidelines
\nImplementing a smooth, efficient client flow to reduce waiting time of callers
\nConsistent follow up and feedback to callers.
\nProvision of counselling, support and information to MSZ Clients Answering calls \u2013 provide counselling and relevant information to clients who call the Contact Centre
\nMonitor inbound and outbound interactions to all clients made by the Contact Centre agents and make necessary recommendations to line manager; escalate to the relevant team when necessary
\nSupport the Contact Centre agents when handling requests from clients make sure team provides the right information
\nEnsure all client data is recorded daily by agents<\/p>\n
3.\u00a0\u00a0\u00a0 Handling Inbound and Outbound Calls:<\/p>\n
Answer inbound calls promptly and professionally, providing accurate information regarding services, products, and inquiries.
\nMake outbound calls as needed to follow up on client requests, reminders, or surveys.
\nResolve client issues or concerns, ensuring high customer satisfaction.<\/p>\n
4.\u00a0\u00a0\u00a0 Social Media Content for Contact Centre:<\/p>\n
Participate in Creating engaging and informative content for social media platforms using FAB and FESOW (e.g., Facebook, Instagram, Twitter) that aligns with the contact centre goals and services
\nWork with Contact Centre coordinator and participate in the development of contact centre content calendar to ensure consistent posting and engagement across platforms.
\nMonitor trends and respond to feedback or comments in a timely and professional manner.<\/p>\n
5.\u00a0\u00a0\u00a0 Responding to Messages on Social Media (Facebook & WhatsApp):<\/p>\n
Respond to client inquiries on social media platforms, including Facebook and WhatsApp, in a timely and professional manner.
\nAddress and resolve queries, provide information on services, and escalate issues as necessary.
\nEngage with followers and encourage positive interactions with the brand.<\/p>\n
6.\u00a0\u00a0\u00a0 Entering Data into the CRM (C3) System:<\/p>\n
Accurately log and update client interactions, including calls, social media messages, and other communications, into the CRM system.
\nEnsure that client information is correct, complete, and up-to-date.
\nTrack and follow up on client cases to ensure effective resolution and service delivery.<\/p>\n
7.\u00a0\u00a0\u00a0 Referral of Clients for Service Uptake:<\/p>\n
Provide clients with relevant information about available services and direct them to the appropriate service points.
\nProactively suggest suitable services based on client needs and preferences.
\nEnsure clients are connected to the right service delivery points across Zambia.<\/p>\n
8.\u00a0\u00a0\u00a0 Linking Clients to Service Delivery Points:<\/p>\n
Assist clients in locating and accessing service delivery points near them.
\nGuide clients through the process of booking appointments or accessing services at the appropriate locations.
\nWork closely with service delivery teams to ensure seamless service provision to clients.<\/p>\n
9.\u00a0\u00a0\u00a0 Maintaining Professionalism:<\/p>\n
Provide excellent customer service, maintain a positive and professional demeanor, and act as a brand ambassador for the company.
\nStay informed on product\/service updates to provide accurate and up-to-date information to clients.<\/p>\n
10.\u00a0 \u00a0Corporate Events:<\/p>\n
Collaborate with other teams (e.g., marketing, service delivery) to promote the Contact Centre number 5600\/WhatsApp number platforms during outreach events.<\/p>\n
11.\u00a0 \u00a0 Emergency Management:<\/p>\n
Handle emergency calls and refer to callers\u2019 nearest clinic or hospital.
\nReport major and critical incidents to line manager immediately.<\/p>\n
12.\u00a0 \u00a0 Monitoring and Evaluation:<\/p>\n
Record client\u2019s details and clients reasons for calling as according to defined MSZ Contact Centre data needs
\nBe able to compile weekly and monthly Contact Centre reports in consultation with the Centre Lead as required by MSZ
\nFollow up on referred clients to ensure they received the service, be it MSZ Family health centre, outreach services, or Government\/Private hospitals and clinics
\nParticipate in the client\u2019s satisfaction surveys as required by the MSZ M&E Officer
\nWork with Contact Centre Coordinator to understand current demand and focus areas so that the Contact Centre is prepared for campaigns, surge etc.<\/p>\n
Qualifications:<\/p>\n
Advanced Diploma \/degree in Business Administration or any related field
\nAt least 2 years experience working in a Contact Centre \u2013Customer Service training and counselling training will be an added advantage.
\nProblem solving skills
\nHonest, hardworking, team player and result oriented.
\nIT literacy with working knowledge of word\/excel\/internet is a must have.
\nFluent in English and able to speak more than two local languages<\/p>\n
Essential Skills:<\/p>\n
Ability to understand as well as grasp basic client\u2019s information.
\nAbility to cope up with difficult clients situations.
\nShould analyze the client problem properly and provide logical solutions.
\nExcellent communication, client service, interpersonal and basic computer skills.
\nUnderstanding of the issues surrounding provision of reproductive health care services
\nGood interpersonal\/communication skills \u2013 both oral and written
\nStrong personal commitment to the goals of MSI and to put it into practice.<\/p>\n
Attitude:<\/p>\n
Pro-choice
\nMotivated personally and professionally to develop<\/p>\n
Note:\u00a0MSI takes a zero-tolerance approach to fraud and bribery, terrorism, money laundering, sexual harassment, sexual misconduct or any safeguarding issues. Applicants will be subjected to a Police Clearance Check and Reference Checks.
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