Customer Care Coordinator at Marie Stopes Kenya
Reports To: Marketing Manager
Duty Station: Support Office, Nairobi
Salary: Kshs. 41,027 – 50,258
Purpose of the Role: The purpose of the post is to provide overall coordination of the interface between Marie Stopes Kenya and her clients and stakeholders through various communication channels for information dissemination, providing professional counseling services, feedback and directing business through client bookings across all channels.
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
