Contact Centre Counsellor

Workplace Circumstances

• Environment: Office
• Languages: English, Khmer
• Location: Phnom Penh

Position Summary

Reporting to: Contact Centre Senior Officer

Probationary Period: 3 months

Contract Duration 12 months

Marie Stopes International Cambodia provides family planning and sexual reproductive health services across clinics, quality assured network of private providers and public health facilities. Clients are referred to providers in this network through a variety of channels including the Contact Centre which provides information and advice to clients before referring them.

The purpose of the Contact Centre is to serve as a central point of contact for clients by providing information and increasing awareness of Marie Stopes services. The Contact Centre Counsellor will be responsible for providing high-quality counselling, support and information to Marie Stopes clients.

Duties & Responsibilities

• Provision of counselling, support, information and referrals to Marie Stopes clients
• Provide medical and general level of counselling and relevant information to clients who access Marie Stopes through our Contact Centre on reproductive health and related issues
• Answer inbound requests promptly and in accordance with established procedures
• Respond to emails, online webchat, online apps and private social media messages such as Facebook on a regular and timely basis
• Understand and interpret callers’ complaints/or suggestions accurately
• Escalate medical emergencies and queries as appropriate, including to the relevant Marie Stopes clinic.
• Service quality follow-ups: Placing of outbound calls to clients who visited Marie Stopes service delivery channels
• Reminder follow-ups: Reminding clients before their visits
• Refer callers to Marie Stopes clinics, quality assured network of public and private providers and make appointments as needed
• Have a good understanding of Marie Stopes and services
• Place outbound calls to clients from our database to find out about their client experience when visiting our service delivery channels, and provide recommendations to the organisation for improving service and procedures
• Direct requests and unresolved issues to the appropriate resources (Contact Centre Senior Officer, Quality team, Medical team member, etc.)
• Proactively keep up-to-date on new procedures and services offered by MSI to build and educate callers’ interests
• Flexible, able to carry out both inbound and outbound communications with clients
• Support clinical team by collecting feedback from the client
• Data entry
• Enter new client information into the system and maintain the Contact Centre database
• Keep records of callers interactions and details of actions take
• Contribution to the marketing activities
• Attends events, group discussion and other marketing activities to assist in providing counselling and promote the Contact centre

Languages

• Khmer - Fluent
• English - Medium

General & Technical Skills

• Experience in front office/customer service role (Midwife or Nurse is an advantage)
• Fluent in Khmer both oral and written (high level)
• English oral and written (medium level)
• Knowledge of customer service principles and practices
• Familiarity with administration and clerical processes
• Good grasp of health knowledge
• IT skills (focus on Microsoft Office basics, and social media)
• Client-facing/Client service experience
• Client focused with good interpersonal skills to engage with people of all levels (government, donor and community)
• Have a clear telephone voice, ability to write & type. Confident, comes across as clear
• Strong desire to help others , empathetic, willing to learn
• Overall understanding of MSI activities and services
• Experience working in the sexual reproductive health field
• IT skills (focus on Microsoft Office basics, and social media)
• Ability to communicate clearly, especially on the telephone and through online chat
• Strong “soft” skills, including strong verbal and written communication skills
• Working as part of a team by being supportive, flexible and showing respect for each other, but also able to work independently and show initiative

Soft Skills

• Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise
• Strong supporter of sexual reproductive health rights for all men/women, including abortion services.
• Results focused - goes above and beyond
• Self motivational/Self Starter
• Team Player
• Adaptable and flexible, including changes in the work schedule