Call Centre Intern 239 views

About FHI 360

FHI 360 is a non-profit human development organization dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions. Our staff includes experts in health, education, nutrition, environment, economic development, civil society, gender, youth, research, and technology — creating a unique mix of capabilities to address today’s interrelated development challenges. FHI 360 serves more than 70 countries and all U.S. states and territories.

Program Summary

The Project is a 5-year USAID-funded Integrated Maternal, New-born, Child Health and Family Planning (MNCH-FP) cooperative agreement whose overall goal is improved maternal, youth and child health and survival in beneficiary communities and populations. The geographic focus is the seven districts of Manicaland Province, focusing on activities to increase the demand for and supply of integrated, quality MNCH-FP services as well as delivery of FP services through outreach in 8 provinces. This project will provide technical assistance to the Ministry of Health and Child Care (MOHCC) in Manicaland Province for MNCH and direct service delivery for FP through outreach services. FHI360 is now in the fourth year of implementation.

Position Summary

The Call Centre intern will be the liaison between the Mhuri/Imuli project and its MNCH/FP current and potential clients. The candidate will accept ownership for effectively solving client complaints and inquiries, keeping client satisfaction at the core of every decision and behaviour. The incumbent will manage large amounts of inbound and outbound calls in a timely manner following call centre “scripts” when handling different topics. Identifying customers’ needs, clarify information, research every issue and provide solutions. Will link and refer clients for medical assistance at the nearest health facility for further investigations and subsequent management as well as refer and link clients for FP services with outreach teams.

Qualifications and Experience

Previous experience in a customer support role. Degree in Health Education and Health Promotion/Social Science. Qualification in Nursing Science will be an added advantage. Fluency in English, Shona and Ndebele will be an added advantage. Strong telephone and verbal communication skills along with active listening.