Vacancy: Customer
Care Coordinator
Reports To:Marketing
Manager
Duty Station:Support
Office, Nairobi
Salary: Kshs.
41,027 - 50,258
Key Responsibilities
Provision of counseling, support and
information to MSK Clients and employees
Activities include:
- Counseling 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.
- Providing counseling services (individual and group) for Marie
Stopes Employees who work in service delivery areas as well as general
counseling to employees
Provide overall planning and coordination
of services and activities undertaken at the call centre ensuring proper
coverage
Activities Include:
- Coordinating client satisfaction surveys across all our channels in
conjunction with the M&E team.
- Coordination of general follow up for all clients reaching our
service delivery channels with specific emphasis on Family Planning, P P
FP, and Cervical cancer screening and testing.
- Establishing, managing and coordinating use of client, staff and
strategic partners databases to be used for strategic engagement e.g.
through bulk sms
- Coordinate and manage promotions, campaigns and client engagements
on all electronic platforms for all the MSK channels i.e. facebook,
twitter, website, youtube and info@mariestopes.or.ke
- Assess training needs and develop a training programme for the call
centre teams as well as general management of call centre team
Establish protocols and guidelines
that will guide client engagement and management at the call centre
Activities Include:
- Development and operationalization of a call centre Standard
Operating Procedures (SOPs) Manual for various processes at the call
centre.
- Quality assurance and management protocols
- Making available and standardizing various information tools and
materials for reference by the call centre team
Qualifications
- Diploma in Nursing or Clinical Medicine and Surgery.
- Diploma in Social work and/or Counselling
- Minimum of two years working experience in a call centre set up
- Call centre management experience desirable
- Courses in customer care and client management will be an added
advantage
Experience
- Knowledge of customer service principles and practices
- Fluent communication in both English and Kiswahili
- At least one year working experience working in a sexual
reproductive health organisation.
- Customer service experience.
- Knowledge of administration and clerical processes.
- Good knowledge of MSK services and services delivery channels
- Ability to work long hours.
- Prior experience in a call centre environment ( an added advantage
)
Skills Required
- 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
- Initiative
- Innovative
- Effective Communication
- Responsive
- Working Efficiently
- Sharing Information
- Focus on Learning
- Commitment
- Driven
- Accountable
- Embracing Change
- Motivated
- Team Player
Applications quoting the position title with
detailed CVs with contact details of 3 referees (1 of which should be
immediate, 1 former supervisor and any other) should be submitted to:
People and Development Dept
pd@mariestopes.or.ke
Marie Stopes Kenya
On or before 7th August, 2014.
Only shortlisted candidates will be contacted
NB: Please clearly indicate on the subject line as ‘Customer Care Coordinator’
Marie Stopes Kenya is an equal opportunity Employer
