Call Center Agent at Arogi Trauma Care Foundation (ATCF)

Job Overview

• We are seeking enthusiastic and motivated individual to join our call center team. As Call Center Agent in our NGO setting, you will be responsible for handling incoming calls from individuals seeking support, providing empathetic listening, and facilitating connections with our team of therapists.
• Additionally, you will have the opportunity to participate in community outreach initiatives to raise awareness and promote our services.

Key Responsibilities

• Promptly and compassionately respond to incoming calls, demonstrating professionalism, maintaining a positive, empathetic, and patient attitude with clients.
• Evaluate callers' requirements to ascertain the best course of action, including facilitating connections with therapists for additional support as needed.
• Foster close collaboration among therapists to ensure seamless service delivery and effective follow-up with callers.
• Providing accurate information about services and policies as well as resolving client issues effectively and politely.
• Ensuring client satisfaction by following up where necessary and escalating complex cases to the appropriate department.
• Thoroughly document call specifics and maintain accurate records and reports within our database system.
• Uphold strict confidentiality and ethical standards in managing confidential information and safeguarding caller’s confidentiality.
• Participate in community outreach initiatives to raise awareness about mental health, reduce stigma, and promote our services.
• Exemplifying leadership and ability to work autonomously when necessary.

Requirements

• Bachelor's Degree or equivalent qualification required
• 1-2 years’ experience in similar role
• Excellent communication and interpersonal skills, with the ability to provide empathetic listening and support to individuals in distress
• Ability to remain calm and composed in high-pressure situations and demonstrate resilience in dealing with emotionally challenging calls
• Ability to work in a fast-paced environment, handling multiple calls and priorities
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Previous experience in call center role is an added advantage.

Remuneration
Attractive and based on experience.