Contact Centre Nurse – Maternity Cover at Marie Stopes – May 2024

Contact Centre Nurse – Maternity Cover

Key Responsibilities

  •  Provision of counselling, support, and information to MSK Clients and employees on phone
  •  Monthly reports showing number of clients and staff counselled.
  •  Data entry to analyse communication with the clients.
  •  Participate in provision of services undertaken at the call centre ensuring proper coverage.
  •  Detailed Client information captured in the call Centre database.
  •  Monthly agent activity and output reports

Provision of counselling, support and information to MSK Clients and who access MSK through our call centre on reproductive health and related issues.

  •  Counselling and providing relevant information to clients and who access MSK through our call centre on reproductive health and related issues.
  •  Route calls and emails to the appropriate resource
  •  Making outbound calls to all clients from our database to find out about their client experience when
  • visiting our service delivery channels and making necessary recommendation.

Data entry to analyse communication with the clients Activities Include:

  •  Enter new customer information into the system and maintain the Call Centre database.
  •  100% capture of clients information

Customer Information Management

  •  Establishing and facilitating use of client staff and strategic partner’s databases to be used in strategic marketing via bulk SMS.
  •  Conducting general follow ups to clients reaching our service delivery channels with specific emphasis on Family planning and cervical cancer screening.
  •  Capturing and continuously updating new clients information on the call centre database
  •  100% follow on clients who visit MSK Centres.
  •  Number of clients communicated to via SMS.
  •  Timely escalation and resolution of all client’s queries using the defined escalation procedure.
  •  Adhere to policies & call centre escalation matrix.
  •  Quality of client’s data captured on client database.

Personal Development:

  •  Actively take responsibility for own development including personal development ownership of own
  • training and keeping skills and knowledge up to date, seeking support plan as required.


  •  Diploma in Nursing from a recognized learning institution.
  •  Courses in customer care, communication, sales, and marketing will be an added advantage.
  •  Experience in counselling and working in a contact centre.
  •  Recent graduates with interest in non-bedside nursing and telemedicine are encouraged to apply.
  •  At least one year working experience in an SRH organisation.
  •  Customer service experience.
  •  Knowledge of administration and clerical processes.
  •  Good knowledge of MSK services and services delivery channels
  •  Ability to work long hours and in a shift system.
  •  Prior experience in a call centre environment (an added advantage).
  •  Female candidates are encouraged to apply.

Knowledge and abilities

  •  Knowledge of customer service principles and practices
  •  Fluent communication in both English and Kiswahili with a clear neutral accent
  •  Verbal and written communication skills
  •  Effective listening Skills
  •  Attention to detail.
  •  Non-judgmental
  •  Adaptability
  •  Excellent computer skills
  •  Teamwork.
  •  Stress tolerance
  •  Resilience
  •  Positive attitude
  •  Respect for others

Submit Your Application

Suitable and qualified internal and external candidates should email one document combining an application letter and CV to [email protected] on or before 24thMay, 2024. The subject of the email should read Call Center Nurse – Maternity Cover. The applications shall be reviewed on a rolling basis. Do not attach certificates and testimonials.

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