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Thursday, March 23, 2017

Marie Stopes Contact Centre Back Office Administrative Assistant Job in Nairobi Kenya

Marie Stopes Kenya is an NGO registered in Kenya. We are affiliated to Marie Stopes International.
Together we deliver safe abortion, quality sexual and reproductive health care and family planning to millions of the world’s poorest and most vulnerable women.
We want to make sure that women have a choice when it comes to having children and that death by unsafe abortion is reduced.
Job Title: Contact Centre Back Office Administrative Assistant
Location: Nairobi – Support Office
Reporting to: Contact Centre  Coordinator
Probationary Period: 3 Months
The purpose of the post is to contribute to the execution of MSK contact centre’s customer feedback and effective client referral management strategy by documenting, escalating, conclusively resolving and reporting on client feedback while also directing business through follow-ups on client referrals generated by the contact centre.
The strategic purpose of the Department is: Exploitation of marketing opportunities and demand generation to benefit the fulfilment of MSK’s mission
The primary responsibility of this role is to further our Goal: THE PREVENTION OF UNWANTED BIRTHS and its mission of ensuring the individual’s right to: CHILDREN BY CHOICE NOT CHANCE
The post holder commits to and is held accountable to Marie Stopes International global core values: mission driven, customer focused, results orientated, pioneering, sustainable and people centered
Key Responsibilities
  • Managing the MSK customer feedback management dashboard and ensuring every single customer complaint, compliment and query is documented for follow-up.
  • Escalating customer queries /complaints and compliments through the standard MSK contact centre’s escalation process and following up until closure of client issues.
  • Follow-up on all customer referrals generated by the MSK’s contact centre to Clinics, Social franchise, Outreach teams and social marketing.
  • Weekly/Monthly  report on total number of entries captured on the complaints dashboard
  • Detailed client Number of customer feedback entries escalated to internal departments and closed per week
  • Number of effective client referrals generated per week.
Key Responsibilities and Measures
1. Management of MSK’s client feedback.
  • Managing the MSK customer feedback management dashboard and ensuring every single customer complaint, compliment and query is documented for follow-up.
  • Making periodic outbound-update calls to all clients who raise queries at the MSK’s contact centre to update on the status.
  • Making follow-up calls on client referrals to confirm clinic visits after appointment bookings.
  • Number of client queries escalated and resolved per moth
  • Number of follow-up & feedback calls
  • Number of client emails on SRH matters done per month
2. Customer booking codes update and reconciliations:
  • Sending client booking codes via Text / Email / WhatsApp to new clients referred by the contact centre to other channels and reconciling referrals / actual visit records periodically.
  • Escalating client issues via email / phone call to relevant internal departments and following up until resolution while adhering to the contact centre standard operating protocol.
  • Booking codes shared with 100% of clients referred and periodic reconciliations conducted
  • Number of client queries  satisfactorily resolved per month
3. Effective referrals management
  • Capturing and continuously updating client information on the contact centre data base to indicate status.
  • Conducting general follow ups to clients who show interest in our services to ensure to ensure eventual uptake of services.
  • Documenting details of clients who eventually visit the centres while indicating the service taken and amount spent.
  • Preparing weekly and monthly reports on number of effective client referrals, Client feedback and income generated by the contact centre .
  • Quality of client data captured on client database
  • 100% follow on clients leads.
  • Number of effective referrals closed per month / week.
  • Weekly and monthly reports on feedback, income and effective referrals
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.
  • Personal development plan.
Skills and Experience
  • Degree in either Marketing, Communication or other related course from a recognised university.
  • Courses in customer care, communication and client management and Contact Centre background will be an added advantage.
  • An understanding of MSKs Contact centre operations.
  • 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 contact 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:
  • Thinking and taking action to make the most of opportunities by finding the optimum solution
  • 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.
  • 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
  • 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
  • Drive and determination to deliver results
  • 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
  • Motivation towards achieving quality results to maximise potential
How to Apply
Applications quoting the position title with detailed CV, with 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  1st April, 2017
Only shortlisted candidates will be contacted
NB: Please clearly indicate in the subject line as “Contact Centre Back Office Administrative Assistant”

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