Company Profile

MSI Reproductive Choices is one of the world’s leading providers of sexual and reproductive healthcare. We believe that everyone should have the right to choose. From contraception to safe abortion and life-saving post-abortion care, we are committed to delivering compassionate, affordable, high-quality services for all.

Today, our organisation has over 9,000 team members working in 37 countries across the world. Our success lies in the fact that MSI teams are locally led, entrepreneurial and results-driven, and are passionate about delivering high quality, client-centered care in their own communities. As a social business, we focus on sustainable delivery, efficiency, and funding models that are built to last, so that the women and girls we serve today will have a choice in the future too.

We know that access to reproductive choice is life changing. For some, it can mean the ability to complete an education or start a career. For others, it means being able to look after the family they already have. For everyone, it means the freedom to decide their own future, creating a fairer, more equal world.

Job Description

• Length of Contract: Permanent
• Location: Tesano - Accra

The Contact Center Agents will be responsible for providing information and counselling to inbound calls from existing and potential clients on MSIG’s range of services including but not limited to Family Planning, Sexual and Reproductive Health issues as well as referring callers to other MSIG service delivery points i.e. the Centres of Excellence, the Social Franchise Network and Outreach. The other functions will include managing enquiries, cross-selling MSIG’s services as well pitching telemedicine services.The post will be based in Accra with highly focussed 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

• Provide a basic level of counselling and relevant information to clients who access MSI through our Contact Center on reproductive health and related issues
• Answer inbound requests promptly and in accordance with MSI procedures
• Understand and interpret callers’ complaints/or suggestions accurately
• Service quality follow-ups: Placing of outbound calls to clients who visited MSI service delivery channels
• Reminder follow-ups: Reminding clients before their visits
• Respond to emails, online webchat and social media messages
• Refer callers to MSI clinics and Bluestar Healthcare Networks and make appointments as needed
• Have a good understanding of MSI products and services
• Build and educate the caller’s interest in the services and products offered by Marie Stopes International Ghana.
• Enter new client information into the system and maintain the Contact Centre database. Keep records of caller’s interactions and details of actions taken
• Keep records of caller’s interactions and details of actions taken
• Any other duties which will ensure the smooth and effective running of the Contact Center and MSI Ghana
• Empathize with callers and provide technical advice about Family Planning, MSP/MSMP and non-core services.
• Responding courteously and interacting with callers for a complete caller satisfaction experience.
• Recognizing, applying and explaining FP/MSP/MSMP to callers
• Direct requests and unresolved issues to the appropriate Centre Managers
• Refer callers to members of the Bluestar Healthcare Network where appropriate
• Must comprehend and interpret caller's complaints/or suggestions accurately
• Build and educate the caller’s interest in the services and products offered by Marie Stopes International Ghana.
• Providing individualized callers, service of high-standard professional level
• Proactively keep up to date on new procedures and services
• Provide a basic level of counselling support and assurance
• Quickly Identifies the need to escalate specific issues and follow through where necessary

Operationalized Telemedicine Service

• Pitch telemedicine services (MA, FP and non-services) to eligible callers and manage records of all Telemedicine pre-consultations.
• Received payment for all telemedicine clients
• Prepare and dispatch all telemedicine packages to clients. Follow up with calls to ensure the packages are successfully delivered
• Ensure 7-day follow-up is done for all MA telemedicine clients.
• Help escalate all Telemedicine medical emergencies
• Support line manager with monthly stocktaking of Telemedicine stocks.
• Partake in all medical training exercises for Telemedicine.

Undertake Outbound calls

• Ensure follow-up calls are done to pending telemedicine clients to ensure conversion
• Lead outbound calls to drive telesales for commercial sales products
• Support commercial sales to verify ageing debts
• Support centre and M&E team through follow-up call to understand client experience on MSI services

Communication and administration

• Properly perform all administrative roles required of the role.
• Log all calls to the centre.
• Direct requests and unresolved issues to the appropriate resources (Contact Center Medical Agent, Contact Center Coordinator, Centre Manager, Quality team, Medical team member, etc.)
• Escalate any technical challenges to the Contact Centre Manager

Required Skills or Experience

To succeed in this role, you must have:

Knowledge, Skills and Experience

• Must have at least a degree/HND in Marketing/Social Sciences/ Health Care Assistance/Enrolled Nursing/Community Health Nurse etc.
• At least 2 years post-graduation experience working in a similar role
• Prior experience in a Contact Center environment
• Knowledge of customer service principles and practices
• IT skills (focus on Microsoft Office basics, Social Media)
• 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.
• Outstanding phone etiquette and verbal communication skills
• Work experience with Ghana Health Service and/or an INGO will be an advantage
• Articulate and analytical with attention to detail
• Sympathetic to women and men seeking Family Planning and Reproductive Health services
• Customer focused with good interpersonal skills to engage with people at all levels –government, donor and community
• Passionate about maternal health
• Motivates team members to deliver high quality service and results
• Team Player