Call Centre Graduate Intern 252 views0 applications

Title: Family Planning Call Centre Graduate Intern

Location: Harare and Bulawayo Provinces

Supervisor: Family Planning Coordinator

Program Summary:

The 5-year USAID funded Mhuri/Imuli program’s goal in Zimbabwe is to improve maternal, youth and child health and survival in beneficiary communities and populations. The geographic focus is the seven districts of Manicaland Province, focusing on activities to increase the demand and supply of integrated, quality MNCH-FP services as well delivery of family planning services through outreach in all 10 provinces of Zimbabwe. This project will provide Technical Assistance (TA) to the MOHCC in Manicaland for MNCH and direct service delivery for Family Planning through outreach services.

Position Summary:

We are looking for Call Centre Interns that will be the liaison between the Mhuri/Imuli project and its MNCH/FP current and potential clients. The successful candidates will be able to accept ownership for effectively solving client complaints and inquiries; keeping client satisfaction at the core of every decision and behaviour. The incumbents will manage large amounts of inbound and outbound calls in a timely manner following call centre “scripts” when handling different topics. Identifying customers’ needs, clarify information, research every issue and providing solutions. Will link and refer clients to medical assistance at the nearest health facility for further investigations and subsequent management.

Duties and Responsibilities:

• Manage large amounts of inbound and outbound calls in a timely manner following communication “scripts” when handling different topics.
• Seize opportunities to up sell products when they arise.
• Build sustainable relationships and engage clients by taking the extra mile.
• Keep records of all conversations in our call centre database in a comprehensible way.▪ Handle customer inquiries both over the phone and email, researching required information using available resources.
• Manage and resolve customer complaints or refer where there is a need provide clients with contraceptives and service information.
• Identify and escalate issues and route calls to appropriate resources for further assistance.
• Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty.

Knowledge, skills and abilities:

• Ability to work with people from different social background.
• Display exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.
• Possess problem analysis and problem-solving skills.
• Be a good communicator who easily adapt to people‘s different circumstances.
• Have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment.
• Have stress tolerance and resilience.

Qualifications and requirements:

• Degree in Health Education and Health Promotion/Social Science.
• Previous experience in a customer support role.
• Qualification in nursing science will be an added advantage.
• Strong phone and verbal communication skills along with active listening.
• Ability to convey a positive and professional image to clients.
• Maintain composure in high pressure situations.
• Client focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Must be proficient in relevant IT applications.
• Fluent in English, Shona and Ndebele.

This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

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