Gender Based Violence (GBV) Call Center Officer at Network of People Living with HIV and AIDS in Nigeria (NEPWHAN)

Responsibilities

• Managing large amounts of inbound and outbound calls in a timely manner
• Following call center “scripts” when handling different topics
• Identifying callers’ needs, clarify information, research every issue and providing solutions
• Manage large amounts of inbound and outbound calls in a timely manner
• Receive all Gender Based Violence distress and enquiry call
• Follow communication “scripts” when handling GBV issues
• Identify callers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to educate callers about GBV and other health educations
• Build sustainable relationships and engage callers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Competencies and Required Skills and Experience

• Candidates should possess an HND / Bachelor's Degree in any Health / Social Science-based courses
• 1 - 2 years previous experience in a customer support role
• Previous experience in the Health sector
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Good Computer skills.