Contact Centre Agent (Call Centre Counselor)
Sunaulo Parivar Nepal- Marie Stopes International

Sunaulo Parivar Nepal (SPN), a local implementing partner of Marie Stopes International in Nepal, is a well‐established NGO which is delivering Family Planning and Sexual Reproductive Health services through‐out Nepal via different service delivery channels: centres, mobile outreach, Marie Stopes (MS) Ladies, and through contraceptive social marketing.

SPN maintains a pool of enumerators who will be deployed to various location of study to conduct research activities during the year as per the need of the program. These enumerators will be responsible to support Research Monitoring and Evaluation (RME) unit in data collection though field visits to various SPN working areas throughout Nepal. The enumerators will also support in ensuring all research undertaken by RME is of high quality and fulfils organizational requirements. It is a role requirement that the job holder must fully comply with, promote and live SPN CORE VALUES.

Contact Centre Agent (Call Centre Counselor)

Views: 6496 | This job was expired 1 year, 4 months ago

Basic Job Information

Job Category : NGO / INGO / Social work
Job Level : mid
No. of Vacancy/s : [ 2 ]
Offered Salary : None
Apply Before(Deadline) : Jun. 18, 2017 00:00 (1 year, 4 months ago)

Job Specification

Education Level : Bachelor
Experience Required : Not Required
Other Specification


Job Description

The primary responsibility of this role is to provide support to clients regarding family planning, safe abortion services and post abortion family planning in support of Marie Stopes Nepal’s mission (The Prevention of Unwanted Births and its mission of ensuring the individual’s right to: Children by Choice Not Chance).
The Contact Centre Agent is responsible for providing information and counselling to inbound calls from existing and potential clients on Marie Stopes Nepal’s range of services including but not limited to: Family Planning, Safe Abortion, Post Abortion Family Planning and Sexual and Reproductive Health issues as well as the referral of callers to other Marie Stopes Nepal service delivery points (i.e. the Centers of Excellence, Outreach& MS Ladies). The other functions will include managing enquiries, referring the clients to Marie Stopes Nepal’s services, proactive follow-ups (outbound), as well as marketing support. Strong customer service skills, politeness, empathy and the passion to provide correct information are integral personal values that are required for this role.

Job Type: Contractual (Till 31st December 2017), Contract renewal if subject to program requirement and fund availability.

Key Responsibilities:

1. Provision of Counselling, Support and Information to Marie Stopes Nepal Clients

  • Provide basic level of counselling and relevant information to clients who access Marie Stopes Nepal through our Contact Center on reproductive health and related issues
  • Answer inbound requests promptly and in accordance with Marie Stopes Nepal procedures
  • Understand and interpret callers’ complaints/or suggestions accurately
  • Service quality follow-ups: Placing of outbound calls to clients who visited MaireStopes Nepal service delivery channels especially for Post Abortion Family Planning 
  • Reminder follow-ups: Reminding clients before their visits
  • Refer callers to Marie Stopes Centres and make appointments as needed
  • Have a good understanding of Marie Stopes products and services
  • Place outbound calls to clients from our database to find out about their client experience when visiting our service delivery channels, and provide recommendations to the organisationfor improving service and procedures
  • Direct requests and unresolved issues to the appropriate resources (Call Centre Medical Agent, Call Centre Coordinator, Centre Manager, Quality team, Medical team member, etc.)
  • Escalate incidents to the medical agent, or in the case of very specific medical requests and/or emergencies to the relevant Marie Stopes centre
  • Proactively keep up-to-date on new procedures and services offered by Marie Stopes Nepal to build and educate callers’ interests
  • Flexible, able to carry out both inbound and outbound communications with clients

2. Data Entry 

  • Enter new clientinformation into the system and maintain the Contact Centre database
  • Keep records of callers interactions and details of actions taken

3. Contribution to the Department’s Marketing Operations

  • Respond to emails, online webchat and private social media messages

Experience (Essential/Desirable):
1. Essential

  • Client-facing/Clientservice experience
  • Client focused with good interpersonal skills to engage with peopleof all levels (government, donor and community)
  • Have a clear telephone voice, ability to write & type. Confident, comes across as clear
  • Strong desire to help others , empathetic, willing to learn
  • Overall understanding of MSI activities and services
  • Good understanding of the way the body works, with some familiarity with family planning and sexual health issues (additional training will be provided)

2. Desirable

  • At least one year working experience in a Sexual and Reproductive Health (SRH) organization
  • Prior experience in acall center environment 

Qualifications and Training (Essential/Desirable/An added advantage):

  • ANM/ Health related qualification
  • Courses in communication and client management 
  • Fluent communication (written and spoken) in relevant local language(s)
  • Knowledge of customer service principles and practices 
  • Familiarity with administration and clerical processes
  • Good grasp of health knowledge
  • IT skills (focus on Microsoft Office basics,Social Media)

Personal Attributes:

  • Ability to communicate clearly, especially on the telephone and through online chat
  • Strong “soft” skills, including strong verbal and written communication skills
  • Working as part of a team by being supportive, flexible and showing respect for each other, but also able to work independently and show initiative
  • Effective Communication: Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise.
  • Responsive: Being responsive to changing priorities and demands
  • Driven: Drive and determination to deliver results
  • Accountable: Taking responsibility for appropriate decisions that you make, and the actions and behavior you demonstrate
  • Working Efficiently: Planning, prioritizing and organizing work to ensure work is accurate and deadlines are met
  • Sharing Information: Sharing information and knowledge whilst maintaining confidentiality
  • Team Player: Working as part of a team by being supportive, flexible and showing respect for each other
  • Motivated: Motivation towards achieving quality results to maximize potential
  • Innovative: Thinking creatively and outside of the box so that ideas generated create a positive outcome
  • Embracing Change: Openness to embracing change within the organization and being able to adjust plans/activities accordingly
  • Focused on Learning: Taking responsibility for keeping knowledge and skills updated and for seeking opportunities to develop further
  • Commitment: Awareness and understanding of goals, vision and values and how your role impacts on this and going the extra mile to meet role requirements

 MSI Behaviors and Values:

1. Team Member Behaviors
Work as One MSI

  • You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximize our ability to influence others
  • You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort
  • You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures

Show Courage, Authenticity and Integrity

  • You hold yourself accountable for the decisions you make and the behaviors you demonstrate
  • You are courageous in challenging others and taking appropriate managed risks

Develop and Grow

  • You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective
  • You manage your career development including keeping your knowledge and skills up to date

Deliver Excellence, Always

  • You strive to consistently meet and exceed expectations, putting clients at the center of everything, and implement smarter, more efficient ways of performing your role
  • You build and maintain effective long-term working relationships with all stakeholders, and are a true MSI ambassador

2. MSI Values

  • Mission driven: With unwavering commitment, we exist to empower women and men to have children by choice not chance
  • Client-centered: We are passionate about our clients and dedicate our efforts to delivering agreed objectives to the highest possible quality
  • Accountable: We are accountable for our actions and take responsibility for everything we do to ensure long term sustainability and increased impact
  • Courageous: We recruit and nurture talented, passionate and brave people who have the courage to push boundaries, make tough decisions and challenge others in line with our mission


Suitable candidates meeting the above criteria are invited to send a CV and cover letter to till 18th June, 2017, 24:00 hrs.

Only shortlisted candidates will be invited for the next stage of the recruitment process. Sunaulo Parivar Nepal (SPN) reserves the right to appoint a highly qualified candidate at a higher grade or less well qualified candidate at a lower grade,appoint no candidate or to appoint a candidate that does not fulfill all minimum criteria but has the best overall performance during the recruitment process and to qualify/disqualify applications in any case. For all of above positions, we accept Nepalese citizens only and encourage women, people of ethnic minorities and Dalits to apply.


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