International NGO Contact Centre Agent Job in Nairobi Kenya

Contact Centre Agent
Location: Nairobi

Industry: Healthcare    
Our Client, an International NGO whose core business is Reproductive Health and Family Planning to millions of the world’s poorest and vulnerable women, is seeking to recruit a Contact Centre agent.
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
To apply, send your CV and cover letter only to before close of business 15th October, 2016. 
Clearly indicate the position applied for and salary expectation on the subject line.

NB: Flexi Personnel Ltd does not charge candidates for job placement.
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