28 Mar 2017

Marie Stopes Office Administrator Kenyan Job in Kenya

Sheer Logic is seeking to engage a dynamic individual for the Contact Centre Back Office Administrator position for our client Marie Stopes Kenya.


  • Management of MSK’s client feedback.
  • Managing the MSK customer feedback management dashboard and ensuring every single customer complaint, compliment and query is documented for follow-up
  • Making periodic outbound-update calls to all clients who raise queries at the MSK’s contact centre to update on the status.
  • Making follow-up calls on client referrals to confirm clinic visits after appointment bookings
  • Customer booking codes update and reconciliations
  • Sending client booking codes via Text/Email/WhatsApp to new clients referred by the contact centre to other channels and reconciling referrals/ actual visit records periodically
  • Escalating client issues via email /phone call to relevant internal departments and following up until resolution while adhering to the contact centre standard operating protocol
  • Effective referrals management
  • Capturing and continuously updating client information on the contact centre data base to indicate status
  • Conducting general follow ups to clients who show interest in our services to ensure to ensure eventual uptake of services
  • Documenting details of clients who eventually visit the centres while indicating the service taken and amount spent.
  • Preparing weekly and monthly reports on number of effective client referrals, Client feedback and income generated by the contact centre

Job Qualifications

  • Degree in Marketing, Communication or other related course from a recognised university
  • Courses in customer care, communication and client management and Contact Centre background will be an added advantage
  • An understanding of MSKs Contact centre operations

Key Skills

  • Knowledge of customer service principles and practices
  • Fluent communication in both English and Kiswahili with a clear neutral accent
  • At least one year working experience in an SRH organisation.
  • Customer service experience.
  • Knowledge of administration and clerical processes
  • Good knowledge of MSK services and services delivery channels
  • Ability to work long hours and in a shift system
  • Prior experience in a contact centre environment (an added advantage)
  • Female candidates are encouraged to apply

How to Apply
Applications quoting the position title with detailed CV, with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to: on or before 1st April 2017.

Only shortlisted candidates will be contacted

NB: Please clearly indicate in the subject line as “Contact Centre Back Office Administrator”

Marie Stopes Kenya is an equal opportunity Employer

No comments :


Enter your email address:

Delivered by FeedBurner