Marie Stope NGO Nurse and Front Office Jobs,Salary over Ksh60K

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Marie Stopes NGO Jobs in Kenya Admin Assistant 2017

 

Back office Admin Assistant Jobs at Marie Stopes Kenya

This post reports to the Contact Centre Coordinator. The purpose of the post is to contribute to the execution of MSK contact centre’s customer feedback and effective client referral management strategy by documenting, escalating, conclusively resolving and reporting on client feedback while also directing business through follow-ups on client referrals generated by the contact centre.

The strategic purpose of the Department is: Exploitation of marketing opportunities and demand generation to benefit the fulfilment of MSK’s mission

Marie Stopes Kenya is an NGO registered in Kenya. We are affiliated to Marie Stopes International. Together we deliver safe abortion, quality sexual and reproductive health care and family planning to millions of the world’s poorest and most vulnerable women.

We want to make sure that women have a choice when it comes to having children and that death by unsafe abortion is reduced.

The primary responsibility of this role is to further our Goal: THE PREVENTION OF UNWANTED BIRTHS and its mission of ensuring the individual’s right to: CHILDREN BY CHOICE NOT CHANCE

The post holder commits to and is held accountable to Marie Stopes International global core values: mission driven customer focused results orientated Pioneering Sustainable people centered

Admin Assistant Job Responsibilities

  • Managing the MSK customer feedback management dashboard and ensuring every single customer complaint, compliment and query is documented for follow-up. Weekly/Monthly report on total number of entries captured on the complaints dashboard
  • Escalating customer queries /complaints and compliments through the standard MSK contact centre’s escalation process and following up until closure of client issues.
  • Detailed client Number of customer feedback entries escalated to internal departments and closed per week
  • Follow-up on all customer referrals generated by the MSK’s contact centre to Clinics, Social franchise,
  • Outreach teams and social marketing.
  • Number of effective client referrals generated per week.

Management of MSK’s client feedback.

  • Managing the MSK customer feedback management dashboard and ensuring every single customer complaint, compliment and query is documented for follow-up.
  • Number of client queries escalated and resolved per moth
  • Making periodic outbound-update calls to all clients who raise queries at the MSK’s contact centre to update on the status.
  • Making follow-up calls on client referrals to confirm clinic visits after appointment bookings.
  • Number of follow-up & feedback calls
  • Number of client emails on SRH matters done per month

Customer booking codes update and reconciliations:

  • Sending client booking codes via Text/Email/WhatsApp to new clients referred by the contact centre to other channels and reconciling referrals/ actual visit records periodically.
  • Escalating client issues via email /phone call to relevant internal departments and following up until resolution while adhering to the contact centre standard operating protocol.
  • Booking codes shared with 100% of clients referred and periodic reconciliations conducted
  • Number of client queries satisfactorily resolved per month

Effective referrals management

  • Capturing and continuously updating client information on the contact centre data base to indicate status.
  • Quality of client data captured on client database
  • Conducting general follow ups to clients who show interest in our services to ensure to ensure eventual uptake of services.
  • 100% follow on clients leads.
  • Documenting details of clients who eventually visit the centres while indicating the service taken and amount spent.
  • Number of effective referrals closed per month / week.
  • Preparing weekly and monthly reports on number of effective client referrals, Client feedback and income generated by the contact centre.
  • Weekly and monthly reports on feedback, income and effective referrals

Qualifications for the Admin Assistant Job

  • Degree in either Marketing, Communication or other related course from a recognised university.
  • Courses in customer care, communication and client management and Contact Centre background will be an added advantage.
  • An understanding of MSKs Contact centre operations.
  • Knowledge of customer service principles and practices
  • Fluent communication in both English and Kiswahili with a clear neutral accent
  • 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 contact centre environment (an added advantage).
  • Female candidates are encouraged to apply

Skills:

  • Verbal and written communication skills
  • Effective listening Skills
  • Attention to detail
  • Initiative
  • Non-judgemental
  • Adaptability
  • Excellent computer skills
  • Team work
  • Stress tolerance
  • Resilience
  • Positive attitude
  • Respect for others

 

How to Apply

Applications quoting the position title with detailed CV, with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to: [email protected] on or before 1st April, 2017

Only shortlisted candidates will be contacted

NB: Please clearly indicate in the subject line as “Contact Centre Back Office Administrative Assistant”

Marie Stopes NGO Jobs in Kenya Nurse 2017

 

Nurse Jobs at Marie Stopes Kenya

This post reports to the Call Centre Coordinator.

The purpose of the post is to contribute to the executions of MSK call centre’s overall digital strategy by continuously communicating and engaging with our clients and other stakeholders through various communication channels for information dissemination, providing professional counselling services, feedback and directing business through client bookings across all channels.

The strategic purpose of the Department is: Exploitation of marketing opportunities and demand generation to benefit the fulfilment of MSK’s mission

Marie Stopes Kenya is an NGO registered in Kenya. We are affiliated to Marie Stopes International. Together we deliver safe abortion, quality sexual and reproductive health care and family planning to millions of the world’s poorest and most vulnerable women.

We want to make sure that women have a choice when it comes to having children and that death by unsafe abortion is reduced.

The primary responsibility of this role is to further our Goal: THE PREVENTION OF UNWANTED BIRTHS and its mission of ensuring the individual’s right to: CHILDREN BY CHOICE NOT CHANCE

The post holder commits to and is held accountable to Marie Stopes International global core values: mission driven customer focused results orientated pioneering Sustainable people centered

Nurse Job 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
  • Detailed client information captured in the call centre database
  • Participate in provision of services and activities undertaken at the call centre ensuring proper coverage.
  • Monthly agent activity and output reports

Provision of counselling, support and information to MSK Clients and employees

  • Counselling and providing relevant information to clients and who access MSK through our call centre on reproductive health and related issues
  • Number of clients counselled per moth
  • 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.
  • Route calls and emails to the appropriate resource
  • Number of follow-up & feedback calls
  • Number of client emails on SRH matters done per month

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 client information resulting from calls and other

Customer Information management

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

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

Qualifications for the Nurse Job

  • Diploma in Nursing from a recognised 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.
  • Knowledge of customer service principles and practices
  • Fluent communication in both English and Kiswahili with a clear neutral accent
  • 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

Skills:

  • Verbal and written communication skills
  • Effective listening Skills
  • Attention to detail
  • Initiative
  • Non-judgemental
  • Adaptability
  • Excellent computer skills
  • Team work
  • Stress tolerance
  • Resilience
  • Positive attitude
  • Respect for others

 

How to Apply

Applications quoting the position title with detailed CV, with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to: [email protected] on or before 1st April, 2017

Only shortlisted candidates will be contacted

NB: Please clearly indicate in the subject line as “Contact Centre Nurse”

 

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