SRH Counsellor Marie Stopes International Ethiopia Vacancy Announcement

Key Responsibilities

• Serves as the contact person for clients who are willing to give feedbacks about MSIE services through the call Centre and works with relevant departments to address the feedbacks.
• Makes outbound telephone calls by ensuring clients are willing to speak at that moment and clearly introduces the purpose of the call; level of satisfaction, feedbacks, and complaints.
• Handles inbound calls about MSIE services
• Receives calls from clients in effective, professional and caring manner  and provides technical advice to callers when the need arise;
• Understands the need of the caller and responds appropriately and in caring manner.
• Provides/receives all information that is required/provided by the caller/callee with regard to the MSIE family planning and reproductive health service provision.
• Guides client in the FP services provided by MSIE through clinics, social franchising and outreach program if needed further visit after service.
• Listens actively the clients questions and inquiries, question and grievances appropriately for clarity of client interest and need, and provide feedback to the need as appropriate or forward to the appropriate departments.
• Provides individualized customer service of high-standard professional level.
• Works as a team with the call Centre staff to better serve the clients through providing MSIE family planning services.
• Directs the feedbacks/complaints to the MSIE FP service delivery points or higher unit based on the type of feedbacks collected.
• Collects, compiles and reports feedbacks and complaints from social media
• Transfers the caller to call Centre clinical officer for any clinical oriented queries.
• Develops and maintains a friendly conversation with caller and keep the client’s information confidential.
• Reports to relevant unit if a caller/callee complains regarding safeguarding and misappropriate conducts with utmost care for confidentiality.