Marie Stopes Nigeria-MSION is a results-orientated Social Business, which uses modern management and marketing techniques to provide reproductive health care and allied services. MSION’s goal is to meet the needs of underserved Nigerians and dramatically improve access and use of a range of reproductive health services. MSION is part of Marie Stopes International’s Global Partnership which is in over 42 countries worldwide.
Job Title: Call Centre Agents
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.
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.
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
Sensitive to people’s cultural and religious sensibilities
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