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Organization: Marie Stopes International
Country: Kenya
Closing date: 11 May 2018

This post reports to the Call Centre Coordinator. The purpose of the post is to contribute to the executions of MSK call centre’s overall digital strategy by continuously communicating and engaging with our clients and other stakeholders through various communication channels for information dissemination, providing professional counselling services, feedback and directing business through client bookings across all channels. The strategic purpose of the Department is: Exploitation of marketing opportunities and demand generation to benefit the fulfillment of MSK's mission. Provision of counselling, support and information to MSK Clients and employees

1. Provision of counselling, support and information to MSK Clients and employees

· Counselling and providing relevant information to clients and who access MSK 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 2. Data entry to analyse communication with the clients Activities Include: · Enter new customer information into the system and maintain the Call Centre database

3.Customer Information management

· 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.

Personal development: Actively take responsibility for own development including ownership of own training and keeping skills and knowledge up to date, seeking support as required.

Skills and Experience


· Diploma in Nursing from a recognised learning institution.

· Courses in customer care, communication, sales and marketing will be an added advantage.

· Experience in counselling and working in a contact centre.

· Recent graduates with interest in Non- bedside nursing and telemedicine are encouraged to apply.


  • Knowledge of customer service principles and practices
  • Fluent communication in both English and Kiswahili with a clear neutral accent
  • At least one year working experience in an SRH organisation.
  • Customer service experience.
  • Knowledge of administration and clerical processes.
  • Good knowledge of MSK services and services delivery channels
  • Ability to work long hours and in a shift system
  • Prior experience in a call centre environment (an added advantage).
  • Female candidates are encouraged to apply


· Verbal and written communication skills

· Effective listening Skills

· Attention to detail

· Initiative

· Non-judgemental

· Adaptability

· Excellent computer skills

· Team work

· Stress tolerance

· Resilience

· Positive attitude

· Respect for others

Attitude / Motivation:

Successful performance at MSK is not simply defined in terms of ‘what’ people achieve, but equally is about ‘how’ people go about their jobs and the impact that they have on others. There are 13 key behaviours that MSI encourages in all employees and they are defined below:

· Initiative

Thinking and taking action to make the most of opportunities by finding the optimum solution

· Innovative

Thinking creatively and outside of the box so that ideas generated create a positive outcome

· Effective Communication

Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise. Demonstrating diplomacy and maintaining confidentiality.

· Responsive

Being responsive to changing priorities and demands

· Working Efficiently

Planning, prioritising and organising work to ensure work is accurate and deadlines are met

· Sharing Information

Sharing information and knowledge whilst maintaining confidentiality

· Focus on Learning

Taking responsibility for keeping knowledge and skills updated and for seeking opportunities to develop further

· Commitment

Awareness and understanding of MSK’s goals, vision and values and how your role impacts on this and going the extra mile to meet role requirements

· Driven

Drive and determination to deliver results

· Accountable

Taking responsibility for appropriate decisions that you make, and the actions and behaviour you demonstrate. Demonstrating integrity in all aspects of your work including financial integrity.

· Embracing Change

Openness to embracing change within the organisation and being able to adjust plans/activities accordingly

· Motivated

Motivation towards achieving quality results to maximise potential

How to apply:

  • Applications quoting the position title with a detailed CV, contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to: on or before 11 May, 2018.

  • Only shortlisted candidates will be contacted.

  • If we do not contact you by 30 June 2018, please consider yourself unsuccessful.

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