Contact Centre Agent (Hausa Language) at MSI Reproductive Choices

The Role

• Reporting to the MSI Nigeria Reproductive Choices Contact Centre Coordinator, the Hausa language (Multilingual) Contact Centre Agent will work as part of a team to manage incoming calls, social media messages (Facebook, Instagram, WhatsApp), and client emails.
• The role involves providing confidential, non-judgmental advice, counselling, and accurate information, as well as referring clients to appropriate MSI Nigeria service delivery points for relevant services and products.

Key Responsibilities

• Provide counseling, support, and accurate reproductive health information to MSI clients according to procedures.
• Accurately interpret and document callers’ concerns, feedback, and complaints.
• Conduct outbound follow-ups with clients to monitor wellbeing after service uptake
• Send appointment reminders to clients before scheduled visits.
• Refer callers to appropriate MSI clinics and schedule appointments as needed.
• Maintain extensive knowledge of MSI products and services and how they work.
• Conduct client experience follow-ups and provide feedback to enhance service quality.
• Route queries and unresolved issues to the relevant internal teams.
• Escalate critical issues to the Contact Centre Coordinator or relevant medical personnel.
• Keep updated on MSI operational procedures, services, and offerings.
• Manage inbound and outbound client communications effectively.
• Respond to client inquiries via email, webchat, and social media platforms.
• Accurately input and update client data in the Contact Centre system.
• Keep detailed records of all client interactions following SOPs.
• Follow the monthly duty schedule as assigned, including working on shift operations

Experience / Qualification / Skills

• Degree or Higher educational qualification in Nursing/Midwifery or Medical related field.
• Three years of post - NYSC experience in related fields.
• Fluent in Hausa language with strong written communication skill.
• Experience in working in a service/healthcare is an added advantage.
• Experience of working with minimal supervision.
• Experience in handling a large volume of calls and written messages.
• Multilingual language skill is an added advantage.
• Strong communication and counseling skills for sensitive reproductive health discussions.
• Excellent active listening skills and ability to accurately interpret client needs.
• Professional telephone etiquette and customer service skills.
• High attention to detail with precise data entry and documentation abilities.
• Ability to manage multiple communication channels and tasks efficiently.
• Sound judgment in problem-solving, routing, and escalation processes.
• Proficiency with Customer Relationship Management systems and basic digital tools.
• Strong empathy, emotional intelligence, and resilience under pressure.
• Ability to maintain confidentiality and uphold ethical standards.
• 1–3 years of experience in customer service, contact center, or client-facing roles preferably in a health or non-profit sector.