Job Advert: Contact Centre Nurse
Introduction
MSI Reproductive Choices Kenya is a leading non-governmental organization dedicated to delivering quality sexual and reproductive healthcare, family planning, and other essential women’s health services. As a local implementing partner of MSI Reproductive Choices, a UK-based charity, we are committed to ensuring that every woman has the freedom to make informed choices about her reproductive health. Our mission is to expand access to safe and high-quality reproductive healthcare, reducing unsafe abortions and improving the well-being of vulnerable communities.
We are seeking a dedicated and skilled Contact Centre Nurse to join our dynamic team. This role plays a critical part in executing our digital strategy by providing professional counselling, disseminating essential information, offering client support, and driving business through client bookings across various communication channels.
Job Title: Contact Centre Nurse
- Location: Nairobi
- Reports to: Senior Officer MEI Contact Centre Supervisor
- Probation Period: 3 months
Key Responsibilities
- Provide professional counselling, support, and reproductive health information to clients and MSI Reproductive Choices Kenya employees via phone.
- Maintain monthly reports detailing the number of clients and staff counselled.
- Enter and analyze client communication data within the call centre database.
- Participate in call centre service provision to ensure adequate coverage.
- Ensure detailed client information is captured accurately within the call centre system.
- Generate monthly reports on agent activity and performance.
- Respond to and resolve client inquiries through inbound and outbound calls, emails, and SMS.
- Follow up with clients to assess their experiences and recommend necessary improvements.
Data Management and Customer Information Handling
- Maintain and update the call centre client database.
- Ensure 100% accurate data entry of client information.
- Utilize strategic client and partner databases to facilitate targeted marketing campaigns via bulk SMS.
- Conduct general follow-ups with clients, emphasizing family planning and cervical cancer screening services.
- Escalate and resolve client inquiries promptly as per the established escalation procedures.
- Ensure high-quality data management practices, including adherence to confidentiality policies.
Personal Development & Team Contribution
- Take ownership of personal development by keeping skills and knowledge up to date.
- Actively seek training and development opportunities to improve professional expertise.
- Collaborate with team members to achieve departmental goals and MSI Reproductive Choices Kenya’s mission.
Qualifications & Experience
- Diploma in Nursing from a recognized institution.
- Additional training in customer care, communication, sales, or marketing is an added advantage.
- Experience in counselling and working in a contact centre.
- Recent graduates with an interest in non-bedside nursing and telemedicine are encouraged to apply.
- At least one year of experience working in a Sexual and Reproductive Health (SRH) organization.
- Experience in customer service and knowledge of administrative and clerical processes.
- Familiarity with MSI Reproductive Choices Kenya’s services and delivery channels.
- Ability to work long hours and in a shift-based system.
- Prior call centre experience is a plus.
- Female candidates are encouraged to apply.
Knowledge, Skills & Competencies
- Strong knowledge of customer service principles and practices.
- Excellent verbal and written communication skills in English and Kiswahili.
- Effective listening and problem-solving abilities.
- Adaptability and resilience in a high-pressure environment.
- High level of attention to detail and data accuracy.
- Strong computer skills and ability to use call centre systems efficiently.
- Professionalism, integrity, and accountability in handling client interactions.
- Ability to work well in a team while maintaining confidentiality and respect for clients.
Core Behaviours & Values
1. Work as One MSI
- Contribute to and share accurate data for informed decision-making.
- Foster teamwork, collaboration, and mutual respect across all cultures.
2. Show Courage, Authenticity & Integrity
- Take accountability for decisions and behaviours.
- Challenge others constructively and embrace appropriate risks.
3. Develop & Grow
- Seek and provide feedback to enhance self-awareness and effectiveness.
- Take ownership of personal career development.
4. Deliver Excellence, Always
- Strive to exceed expectations with a strong client-centric approach.
- Maintain long-term, effective stakeholder relationships.
5. Leadership
- Inspire and motivate teams through effective leadership.
- Stay updated on sector trends and encourage innovation.
- Clearly articulate and drive organizational vision and goals.
How to Apply
Suitable and qualified candidates should apply online via the link below before 20th February 2025. Applications will be reviewed on a rolling basis.
