Job vacancy Interim Contact Centre Agent

Established in 2006, MSI Ghana is an affiliate of MSI Reproductive Choices and is one of the largest specialized Sexual and Reproductive Health (SRH) organisations in Ghana. MSI 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 RCL Ghana has a vacancy for a passion driven, well-organized, client-oriented and energetic individual with the below relevant qualification/s and experience. MSI RCL 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 Limited we are unapologetically pro-choice. We believe that every woman has the right to make choices about her own body and her own future 

The primary responsibility of this role is to promote MSI RCL Ghana’s mission of ensuring the individual’s right to CHILDREN BY CHOICE, NOT CHANCE. The Contact Center Agent will be responsible for providing information and counselling to inbound calls from existing and potential clients on MSI RCL Ghana’s range of services including but not limited to Family Planning, Sexual and Reproductive Health issues as well as referring callers to other MSI RCL Ghana service delivery points i.e. the Centres of Excellence, the Social Franchise Network etc. The other functions will include managing enquiries, cross-selling MSI RCL Ghana’s services as well pitching telemedicine services.

The post will be based in MSI RCL Ghana’s Support Office in Accra with highly focused 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

Operationalized Telemedicine Service

Undertake Outbound Calls

Communication & Administration

Education Required: HND / Degree

• Degree/HND in Marketing/Social Sciences/ Health Care Assistance/Enrolled Nursing/Community Health Nurse etc.
• 2yrs post-graduation experience
• Prior experience in a Contact Center environment
• Knowledge of customer service principles and practices
• IT skills (focus on Microsoft Office basics, social media)
• Excellent communication & phone Skills
• Confidence & attention to detail
• Data Entry Skills
• People Skill
• Customer Centric
• Attention to Detail
• Professionalism & Multi-tasking
• Flexible and adaptable
• Being able to work independently
• Having the desire to help others
• Having a pleasant and reassuring personality
• Willingness to go the extra mile
• 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
• Attributes
• Strong commitment to the goals and vision of MSI RCL Ghana
• Able to work on own initiative and at long periods
• Customer-focused with good interpersonal skills to engage with people especially other team members and suppliers
• Meticulous
• Self-motivator; enthusiastic
• Culturally sensitive
• Trust-worthy and principled; zero tolerance for fraud
• Team player
• Pro-family planning and pro-choice