Call Centre Representative - Consultant at eHealth Systems Africa

• The Call Centre Representative serves as the frontline support for all users of the Com‑WATCH platform. The role ensures that users can navigate the system effectively, receive timely answers to frequently asked questions, and have their issues escalated when necessary. By providing responsive, multilingual support and capturing structured data accurately, the Consultant will drive user adoption, safeguard data quality, and contribute directly to the project’s monitoring and decision‑making processes.

What you’ll do
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, 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.