Client Care Centre Agent

Banja La Mtsogolo (BLM)

VACANCY ANNOUNCEMENT

Background

Banja La Mtsogolo (BLM) is a Malawian Non-Governmental Healthcare Organization established in 1987.  BLM provides quality Family Planning and Reproductive Healthcare including HIV/AIDS information and interventions. BLM is a senior member of the MSI Reproductive Choices Partnership which works in 43 countries. BLM exists to improve quality of life in Malawi through family planning and reproductive health care services. BLM serves over 800,000 clients annually and makes a significant contribution to national family planning objectives. The organization has national coverage, operating through 25 clinics, and numerous outreach clinic sites.

Applications are invited from suitably qualified candidates to fill the vacant position of:

CLIENT CARE CENTRE AGENT 

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

Contribution to the department’s marketing operations 

  • Respond to emails, online webchat, and private social media messages.

Do other tasks and duties as assigned by the Line Manager 

  • Ad hoc responding to any emergent issues as required diligently and professionally.

Qualification 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.

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 25th October 2024. 

“Our organization is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and therefore expects all staff and post holders to share this commitment”.

BLM is an equal opportunities employer. No canvassing of any kind is allowed.