Gender Based Violence (GBV) Call Center Officer at Network of People Living with HIV and AIDS in Nigeria (NEPWHAN) - 6 Openings

The Network of People Living with HIV/AIDS in Nigeria (NEPWHAN) is the national umbrella body of all support groups, associations, organizations, and constituencies of PLHIV in Nigeria, and is registered with the Corporate Affairs Commission. Core programs and activities of the Network include Policy Advocacy and Resources Mobilization, HIV/AIDS Treatment Adherence and Community Preparedness, Research and Documentation, HIV Counselling, Testing and Referral Services, Capacity Building, Home Based Care Services, Community System Strengthening, Care and Support for Orphans and Vulnerable Children (OVC), Human Rights Advocacy, and other Cross-cutting Issues including Stigma Reduction, Gender Mainstreaming and Public Private Partnership (PPP). With an estimated 162,722 PLHIV members in over 1,482 registered Support Groups in Nigeria, NEPWHAN is strategically positioned to mobilize, strengthen, coordinate and support community and facility-based initiatives, especially those promoting the involvement and participation of patients’ organizations and their well-being.

We are recruiting to fill the position below:

Job Title: Gender Based Violence (GBV) Call Center Officer

Locatiosn: Kaduna, Kano, Kwara, Ondo, Oyo & Plateau
Employment Type: Contract

Responsibilities

• Managing large amounts of inbound and outbound calls in a timely manner
• Following call center “scripts” when handling different topics
• Identifying callers’ needs, clarify information, research every issue and providing solutions
• Manage large amounts of inbound and outbound calls in a timely manner
• Receive all Gender Based Violence distress and enquiry call
• Follow communication “scripts” when handling GBV issues
• Identify callers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to educate callers about GBV and other health educations
• Build sustainable relationships and engage callers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Competencies and Required Skills and Experience

• Candidates should possess an HND / Bachelor's Degree in any Health / Social Science-based courses
• 1 - 2 years previous experience in a customer support role
• Previous experience in the Health sector
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Good Computer skills.

Application Closing Date
2nd November, 2022.