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.
https://www.hotnigerianjobs.com/hotjobs/896580/call-centre-representative-consultant-at-ehealth-s.html