Call Centre Representative - Consultant at eHealth Systems Africa - 2 Openings

eHealth Africa designs and implements data-driven solutions and technologies to improve health systems for and with local communities. eHA’s technology works in low connectivity settings and uses data to drive decision-making by local governments and partner agencies to get optimum results.

We are recruiting to fill the position below:

Job Title: Call Centre Representative - Consultant

Locations: Abuja & Kano
Job type: Full-time 

Duties
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned:

• Manage daily inbound and outbound calls through the project’s call queue, ensuring timely, courteous, and professional engagement with all users.
• Guide community members, PPMVs, agrovets, and CHWs through the Com‑WATCH application features, including verification, stock management, chatbot, and web interface.
• Respond to frequently asked questions using the approved knowledge base and standardized scripts.
• Log every interaction into the CRM system within two hours of call completion, maintaining accuracy and completeness of mandatory fields.
• Escalate unresolved technical issues or critical signals, such as suspected falsified antibiotics or platform downtime, within one hour using designated protocols.
• Conduct outbound follow‑up calls to confirm resolution of user issues and collect missing data.
• Participate in weekly huddles with the Project Coordinator and Data Analyst to review call trends, user feedback, and data quality.
• Prepare monthly call summary reports that highlight user insights, navigation challenges, and recurring technical issues.
• Complete quality assurance self‑assessments based on random samples of recorded calls to ensure adherence to service standards.
• Attend onboarding and refresher training on Com‑WATCH features, AMR basics, and data privacy, and support testing of new platform features during low‑volume periods.

Who you are

• Bachelor’s degree in Public Health, Pharmacy, Nursing, Social Sciences, Communications, or related field. Diploma (HND, ND, NCE) with equivalent experience may be considered.
• Minimum 1 year in a structured call center, helpline, customer support, or community engagement role involving inbound/outbound calls and data entry.

Language Proficiency

• Position A (Kano): The candidate must be fluent in both Hausa & Fulani (spoken) + Pidgin English.
• Position B (Abuja): The candidate must be fluent in both Igbo & Yoruba (spoken) + Pidgin English.
• Both positions: Professional English (spoken/written).
• Technical Skills: CRM/ticketing systems, computer literacy, structured data entry.
• Soft Skills: Active listening, empathy, patience, de‑escalation, and clear communication.
• Desirable: Experience with mobile/digital health platforms, awareness of AMR, familiarity with NDPR principles.

Key Deliverables

• Ensure all calls are logged daily in the CRM system with no missing mandatory fields.
• Submit same‑day escalation reports for critical signals, including user references and supporting evidence where available.
• Deliver weekly support summaries every Friday to the supervisor and Project Manager, capturing call volumes, user issues, and resolutions.
• Provide a monthly anonymized user insights report to the Project Manager, highlighting trends, recurring challenges, and recommendations for platform improvement.
• Maintain quality assurance records, including completed self‑assessments and feedback from random call samples, submitted monthly to demonstrate adherence to service standards.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online