Purpose:
The Contact Centre Agent will be providing client support and assistance, resolving inquiries and issues, and ultimately contributing to client satisfaction and loyalty.

Marie Stopes Zambia (MSZ) is a marketing-focused, results-oriented social enterprise, which uses modern management and marketing techniques to provide reproductive and sexual healthcare. MSZ is part of the global network that is MSI Reproductive Choices (MSI). MSZ subscribes to the MSI goal and mission, which is to prevent unwanted births and to ensure the individual’s right to Children by Choice not Chance.

It is a role requirement that the job holder must fully comply with, promote and live MSI CORE VALUES: mission driven, client centered, results orientated, pioneering, sustainable and people centered.

Key Responsibilities:

1.    Overall quality inputs into service delivery points, includes:

• Provides information on comprehensive SRH package including FP (family planning), pregnancy management, HIV counselling and testing, STI treatment and safe abortion care according to MSZ clinical protocols and any other service identified by MSZ.
• Counselling of clients and provision of advice for family planning, sexually transmitted infections, HIV/AIDS and other SRH services
• Advise and refer clients and callers to MSI teams, Public and private clinics and hospitals.
• Develop and maintain a friendly conversation with caller and keep the client’s information confidential.
• Providing individualised customer service of high-standard professional level
• Understand the need of the caller and respond appropriately and in caring manner.
• Provide all information that is required by the caller with regard to the MSZ family planning and reproductive health service provision.
• Listen actively to the caller questions and inquiries, question appropriately for clarity of client interest and need, and provide feedback to the need of caller as appropriate.
• Generate caller interest in the FP services provided by MSZ through public and private clinics, and outreach programs.
• Work as a team with the Clinical services staff to better serve the clients through providing MSZ family planning services.
• Direct the caller to the MSZ FP/SAPAC service delivery points based on the type of services required by the caller.

2.    Participating in the provision of high-quality care to clients including:

• Proper counselling of clients, to be responsive to client needs, and to recognize potential medical problems and refer them as appropriate.
• Adherence to MSZ clinical guidelines
• Implementing a smooth, efficient client flow to reduce waiting time of callers
• Consistent follow up and feedback to callers.
• Provision of counselling, support and information to MSZ Clients Answering calls – provide counselling and relevant information to clients who call the Contact Centre
• Monitor inbound and outbound interactions to all clients made by the Contact Centre agents and make necessary recommendations to line manager; escalate to the relevant team when necessary
• Support the Contact Centre agents when handling requests from clients make sure team provides the right information
• Ensure all client data is recorded daily by agents

3.    Handling Inbound and Outbound Calls:

• Answer inbound calls promptly and professionally, providing accurate information regarding services, products, and inquiries.
• Make outbound calls as needed to follow up on client requests, reminders, or surveys.
• Resolve client issues or concerns, ensuring high customer satisfaction.

4.    Social Media Content for Contact Centre:

• Participate in Creating engaging and informative content for social media platforms using FAB and FESOW (e.g., Facebook, Instagram, Twitter) that aligns with the contact centre goals and services
• Work with Contact Centre coordinator and participate in the development of contact centre content calendar to ensure consistent posting and engagement across platforms.
• Monitor trends and respond to feedback or comments in a timely and professional manner.

5.    Responding to Messages on Social Media (Facebook & WhatsApp):

• Respond to client inquiries on social media platforms, including Facebook and WhatsApp, in a timely and professional manner.
• Address and resolve queries, provide information on services, and escalate issues as necessary.
• Engage with followers and encourage positive interactions with the brand.

6.    Entering Data into the CRM (C3) System:

• Accurately log and update client interactions, including calls, social media messages, and other communications, into the CRM system.
• Ensure that client information is correct, complete, and up-to-date.
• Track and follow up on client cases to ensure effective resolution and service delivery.

7.    Referral of Clients for Service Uptake:

• Provide clients with relevant information about available services and direct them to the appropriate service points.
• Proactively suggest suitable services based on client needs and preferences.
• Ensure clients are connected to the right service delivery points across Zambia.

8.    Linking Clients to Service Delivery Points:

• Assist clients in locating and accessing service delivery points near them.
• Guide clients through the process of booking appointments or accessing services at the appropriate locations.
• Work closely with service delivery teams to ensure seamless service provision to clients.

9.    Maintaining Professionalism:

• Provide excellent customer service, maintain a positive and professional demeanor, and act as a brand ambassador for the company.
• Stay informed on product/service updates to provide accurate and up-to-date information to clients.

10.   Corporate Events:

• Collaborate with other teams (e.g., marketing, service delivery) to promote the Contact Centre number 5600/WhatsApp number platforms during outreach events.

11.    Emergency Management:

• Handle emergency calls and refer to callers’ nearest clinic or hospital.
• Report major and critical incidents to line manager immediately.

12.    Monitoring and Evaluation:

• Record client’s details and clients reasons for calling as according to defined MSZ Contact Centre data needs
• Be able to compile weekly and monthly Contact Centre reports in consultation with the Centre Lead as required by MSZ
• Follow up on referred clients to ensure they received the service, be it MSZ Family health centre, outreach services, or Government/Private hospitals and clinics
• Participate in the client’s satisfaction surveys as required by the MSZ M&E Officer
• Work with Contact Centre Coordinator to understand current demand and focus areas so that the Contact Centre is prepared for campaigns, surge etc.

Qualifications:

• Advanced Diploma /degree in Business Administration or any related field
• At least 2 years experience working in a Contact Centre –Customer Service training and counselling training will be an added advantage.
• Problem solving skills
• Honest, hardworking, team player and result oriented.
• IT literacy with working knowledge of word/excel/internet is a must have.
• Fluent in English and able to speak more than two local languages

Essential Skills:

• Ability to understand as well as grasp basic client’s information.
• Ability to cope up with difficult clients situations.
• Should analyze the client problem properly and provide logical solutions.
• Excellent communication, client service, interpersonal and basic computer skills.
• Understanding of the issues surrounding provision of reproductive health care services
• Good interpersonal/communication skills – both oral and written
• Strong personal commitment to the goals of MSI and to put it into practice.

Attitude:

• Pro-choice
• Motivated personally and professionally to develop

Note: MSI takes a zero-tolerance approach to fraud and bribery, terrorism, money laundering, sexual harassment, sexual misconduct or any safeguarding issues. Applicants will be subjected to a Police Clearance Check and Reference Checks.