VACANCY
MSI REPRODUCTIVE CHOICES, GHANA
Established in 2006, MSI Reproductive Choices, Ghana is an affiliate of MSI Reproductive Choices and is one of the largest specialized Sexual and Reproductive Health (SRH) organizations in Ghana. MSI Reproductive Choices Ghana complements the Ministry of Health and Child Care in the provision of quality and affordable general health and SRH services in all regions of Ghana.
MSI Reproductive Choices Ghana has vacancies for passion driven, well-organized, client-oriented and energetic individuals with the below relevant qualification/s and experience located in Accra. MSI Ghana’s goal is to meet the needs of the underserved and improve access to the use of Family Planning (FP) and other Sexual Reproductive Health (SRH) services. At MSI Reproductive Choices we are unapologetically pro-choice. We believe that every woman has the right to make choices about her own body and her own future.
1.
CONTACT CENTRE AGENT
Length of Contract: Permanent
Location: Tesano – Accra
The Contact Center Agents will be responsible for providing information and counselling to inbound calls from existing and potential clients on MSIG’s range of services including but not limited to Family Planning, Sexual and Reproductive Health issues as well as referring callers to other MSIG service delivery points i.e. the Centres of Excellence, the Social Franchise Network and Outreach. The other functions will include managing enquiries, cross-selling MSIG’s services as well pitching telemedicine services.The post will be based in Accra with highly focussed marketing support thus strong customer service skills, politeness, empathy and the passion to provide correct information are integral personal values that are required for this role. The duties and responsibilities presented below may expand as the experience of running a Contact Center is built.
Key Responsibilities
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Provide a basic level of counselling and relevant information to clients who access MSI through our Contact Center on reproductive health and related issues
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Answer inbound requests promptly and in accordance with MSI procedures
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Understand and interpret callers’ complaints/or suggestions accurately
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Service quality follow-ups: Placing of outbound calls to clients who visited MSI service delivery channels
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Reminder follow-ups: Reminding clients before their visits
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Respond to emails, online webchat and social media messages
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Refer callers to MSI clinics and Bluestar Healthcare Networks and make appointments as needed
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Have a good understanding of MSI products and services
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Build and educate the caller’s interest in the services and products offered by Marie Stopes International Ghana.
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Enter new client information into the system and maintain the Contact Centre database. Keep records of caller’s interactions and details of actions taken
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Keep records of caller’s interactions and details of actions taken
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Any other duties which will ensure the smooth and effective running of the Contact Center and MSI Ghana
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Empathize with callers and provide technical advice about Family Planning, MSP/MSMP and non-core services.
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Responding courteously and interacting with callers for a complete caller satisfaction experience.
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Recognizing, applying and explaining FP/MSP/MSMP to callers
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Direct requests and unresolved issues to the appropriate Centre Managers
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Refer callers to members of the Bluestar Healthcare Network where appropriate
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Must comprehend and interpret caller’s complaints/or suggestions accurately
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Build and educate the caller’s interest in the services and products offered by Marie Stopes International Ghana.
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Providing individualized callers, service of high-standard professional level
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Proactively keep up to date on new procedures and services
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Provide a basic level of counselling support and assurance
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Quickly Identifies the need to escalate specific issues and follow through where necessary
Operationalized Telemedicine service
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Pitch telemedicine services (MA, FP and non-services) to eligible callers and manage records of all Telemedicine pre-consultations.
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Received payment for all telemedicine clients
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Prepare and dispatch all telemedicine packages to clients. Follow up with calls to ensure the packages are successfully delivered
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Ensure 7-day follow-up is done for all MA telemedicine clients.
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Help escalate all Telemedicine medical emergencies
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Support line manager with monthly stocktaking of Telemedicine stocks.
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Partake in all medical training exercises for Telemedicine.
Undertake Outbound calls
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Ensure follow-up calls are done to pending telemedicine clients to ensure conversion
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Lead outbound calls to drive telesales for commercial sales products
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Support commercial sales to verify ageing debts
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Support centre and M&E team through follow-up call to understand client experience on MSI services
Communication and administration
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Properly perform all administrative roles required of the role.
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Log all calls to the centre.
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Direct requests and unresolved issues to the appropriate resources (Contact Center Medical Agent, Contact Center Coordinator, Centre Manager, Quality team, Medical team member, etc.)
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Escalate any technical challenges to the Contact Centre Manager
About You
To succeed in this role, you must have:
Knowledge, Skills and Experience
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Must have at least a degree/HND in Marketing/Social Sciences/ Health Care Assistance/Enrolled Nursing/Community Health Nurse etc.
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At least 2 years post-graduation experience working in a similar role
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Prior experience in a Contact Center environment
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Knowledge of customer service principles and practices
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IT skills (focus on Microsoft Office basics, Social Media)
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Ability to speak any 2 of the following local dialects – English, Twi, Ga, Dagbani and Ewe. The ability to speak French in addition to any of these local dialects will be added advantage.
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Outstanding phone etiquette and verbal communication skills
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Work experience with Ghana Health Service and/or an INGO will be an advantage
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Articulate and analytical with attention to detail
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Sympathetic to women and men seeking Family Planning and Reproductive Health services
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Customer focused with good interpersonal skills to engage with people at all levels –government, donor and community
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Passionate about maternal health
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Motivates team members to deliver high quality service and results
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Team Player
APPLICATION PROCESS
Interested and qualified applicants should send their applications via the links below by the Close of Business, Monday 31st March 2025.
Contact Centre Agent: https://forms.gle/2s4CaUnsHi4XmuYR6
Kindly note that shortlisting will be on rolling basis and only shortlisted applicants will be contacted.
This application is open only to Ghanaian nationals or permanent residents with work permits. Early applications are encouraged as shortlisting and interviews will be on rolling basis. Please take note that only shortlisted candidates will be contacted.
MSG is an equal opportunity employer promoting gender, equity and diversity. Our selection process reflects our commitment to the protection of vulnerable persons and safeguarding employees and communities from sexual harassment, exploitation, and abuse. MSG does not
solicit for payments in any form at any stage of the recruitment process. The successful candidate will undergo relevant background checks and will be required to commit in writing to comply with the MSI safeguarding guidelines.
