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Thursday, March 23, 2017
Marie Stopes Contact Centre Nurse 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 Nurse
Location: Nairobi –Support office
Reporting to: Call Centre Coordinator
Probationary Period: 3 months
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 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 and sustainable and people centered
Provision of counselling, support and information to MSK Clients and employees on phone
Data entry to analyse communication with the clients
Participate in provision of services and activities undertaken at the call centre ensuring proper coverage.
Monthly reports showing number of clients and staff counselled.
Detailed client information captured in the call centre database
Monthly agent activity and output reports
Key Responsibilities and Measures
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
Number of clients counselled per moth Number of follow-up & feedback calls Number of client emails on SRH matters done per month
2. Data entry to analyse communication with the clients
Enter new customer information into the system and maintain the Call Centre database
100% capture of client information resulting from calls and other
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.
Quality of client data captured on client database
100% follow on clients who visit MSK centres.
Number of clients communicated to via SMS.
Adhere to policies & call centre escalation matrix.
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
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
Excellent computer skills
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
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
Planning, prioritising and organising work to ensure work is accurate and deadlines are met
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.
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: firstname.lastname@example.org on or before 1st April, 2017
Only shortlisted candidates will be contacted
NB: Please clearly indicate in the subject line as “Contact Centre Nurse”