Job Title: Contact Centre Agent – Several Customer Care Positions
Organisation: Marie Stopes Uganda
Duty Station: Kampala, Uganda
About Organisation:
Marie Stopes Uganda is affiliated with MSI Reproductive Choices and is registered in Uganda as a local Non-Governmental Organization (NGO). Since launching in 1993, MSUG has grown to become one of Uganda’s largest sexual and reproductive healthcare providers, offering a wide range of high-quality, affordable, client-centred services. Our service delivery channels are adapted to fit the different contexts of each region to maximise opportunities for building sustainable platforms that can provide a lasting impact on the health outcomes of Ugandans.
Key Duties and Responsibilities:
- Receive and attend to all incoming calls and provide counselling or information. Ensure proper documentation of all calls in the contact Centre C3 system.
- Refer clients to the different Marie Stopes Service Delivery Channels to increase service uptake, particularly for the Centers and Hospital.
- Conversion of Referred clients into actual Visits
- Effectively manage and respond to client messages through chat and social media via IMI Chats, ensuring communication is in their preferred language and with correct diction or grammar.
- Referral Conversion of Chat Interactions
- Make follow-ups’ of all referred clients on the EHR System for post-service review and feedback.
- Ensure that clients referred to centers are issued with E-coupons to allow for proper tracking of the uptake of core services.
- Escalate sensitive issues or subject matters to the Contact Centre Team Leader.
- Participate in the online courses aimed at improving counselling skills and personal development.
- Bring areas of underperformance in contact centers’ call volumes, messages and general management to the attention of the Contact Centre Team Leader.
- Perform any other duties as directed by the Contact Centre Team Leader.
Qualifications, Skills and Experience:
Graduate
How to Apply:
Send your application to [email protected] . Submit your cover letter, CV and Academic Documents as a single PDF file.
Include the job title “Contact Centre Agents” in the subject line of your email.
Please note Interviews will be held on a rolling basis.
Deadline: 8th August, 2025
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: no experience required