Call Centre Representative - Consultant at eHealth Systems Africa

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.