Banja La Mtsogolo
Applications are invited from suitably qualified candidates to fill the vacant position of Client Care Centre Agent – 3 as follows:
LOCATION : Support Office – Lilongwe
REPORTING LINE : Senior Marketing and Advocacy Manager
Role Purpose:
The Client Care Centre Agent is responsible for providing information and counselling to inbound calls from existing and potential clients on BLM’s range of services including but not limited to: Family Planning, Sexual and Reproductive Health issues as well as the referral of callers to other BLM service delivery points (i.e. the Clinics, Outreach Teams) and marketing support.
Key Responsibilities:
Provision of counselling, support, and information to BLM clients and prospective clients:
- Provide basic level of counselling and relevant information to clients who access BLM through our Call Centre on reproductive health and related issues.
- Answer inbound requests promptly and in accordance with BLM procedures.
- Understand and interpret callers’ complaints/or suggestions accurately.
- Service quality follow-ups: Placing of outbound calls to clients who visited BLM service delivery channels.
- Reminder follow-ups: Reminding clients before their visits.
- Refer callers to BLM clinics and make appointments as needed.
- Have a good understanding of BLM products and services.
- Place outbound calls to clients from our database to find out about their client experience when visiting our service delivery channels and provide recommendations to the organisation for improving service and procedures.
- Direct requests and unresolved issues to the appropriate resources (Senior Marketing Manager, Centre Manager, Quality team, medical team member, etc.)
- Escalate incidents to the medical team at the BLM, or in the case of very specific medical requests and/or emergencies to the relevant BLM clinic.
- Proactively keep up to date on new procedures and services offered by BLM to build and educate callers’ interests.
- Flexible, able to carry out both inbound and outbound communications with clients.
Data Entry :
- Enter new client information into the system and maintain the Client Care Centre database.
- Keep records of callers’ interactions and details of actions taken.
Do other tasks and duties as assigned by the Line Manager :
- Ad hoc responding to any emergent issues as required diligently and professionally.
Qualifications and Experience:
- At least Diploma in Nursing or a Degree in Mass Communication. Prior experience in client management is an added advantage.
- At least one year working experience in a Sexual and Reproductive Health (SRH) focused organization.
Key Competencies and Skills
- Fluent communication (written and spoken) in Chichewa, English and other local languages.
- Knowledge of customer service principles and practices.
- Familiarity with administration and clerical processes.
- Good grasp of health issues for Malawi with emphasis on reproductive health and general medical services.
- IT skills (focus on Microsoft Office basics, social media).
- Client focused with good interpersonal skills to engage with people of all levels (government, donor and community)
- Ability to communicate clearly, especially on the telephone and through online chat.
- Strong desire to help others, empathetic, willing to learn.
- Overall understanding of BLM activities and services.
- Good understanding of the way the body works, with some familiarity with family planning and sexual health issues (additional training will be provided).
- Pro-Choice.
- Able to role-model inclusive and culturally sensitive attitudes and behaviours.
Method Of Application
If you are interested and you meet the above requirements, please send your cover letter, copies of qualifications and curriculum vitae including names and contact details of at least three traceable referees as follows:
- One reference from your current employer or most recent employer
- One reference from your previous employer
OR
- One reference from your last employer and
- One reference from your last but one employer
All applications should be addressed to:
The Corporate Services Director
Banja La Mtsogolo
P.O. Box 1854
LILONGWE.
E-mail: recruitment@banja.org.mw; to reach her not later than Friday 21st March 2025.