Vacancy title:
Contact Centre Agent

[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Customer Service]

Jobs at:
Marie Stopes Uganda (MSU)

Deadline of this Job:
Friday, August 8 2025

Duty Station:
Uganda | Kampala | Uganda

Summary
Date Posted: Tuesday, July 29 2025, Base Salary: Not Disclosed

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Learn more about Marie Stopes Uganda (MSU)
Marie Stopes Uganda (MSU) jobs in Uganda

JOB DETAILS:

Are you looking to join an organisation who strives to deliver social change for women globally? Do you excel at providing timely and efficient Audits, then look no further!

Marie Stopes Uganda (MSUG) is affiliated with MSI Reproductive Choices and is registered in Uganda as a local Non-Governmental Organization (NGO). Since launching in 1993, MSUG has grown to become one of Uganda’s largest sexual and reproductive healthcare providers, offering a wide range of high-quality, affordable, client-centred services.

Our service delivery channels are adapted to fit the different contexts of each region to maximise opportunities for building sustainable platforms that can provide a lasting impact on the health outcomes of Ugandans.

Key Responsibilities

1. Receive and attend to all incoming calls and provide counselling or information. Ensure proper documentation of all calls in the contact Centre C3 system.
2. Refer clients to the different Marie Stopes Service Delivery Channels to increase service uptake, particularly for the Centers and Hospital.
3. Conversion of Referred clients into actual Visits
4. Effectively manage and respond to client messages through chat and social media via IMI Chats, ensuring communication is in their preferred language and with correct diction or grammar.
5. Referral Conversion of Chat Interactions
6. Make follow-ups’ of all referred clients on the EHR System for post-service review and feedback.
7. Ensure that clients referred to centers are issued with E-coupons to allow for proper tracking of the uptake of core services.  
8. Escalate sensitive issues or subject matters to the Contact Centre Team Leader.
9. Participate in the online courses aimed at improving counselling skills and personal development.
10. Bring areas of underperformance in contact centers’ call volumes, messages and general management to the attention of the Contact Centre Team Leader.
11. Perform any other duties as directed by the Contact Centre Team Leader.

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

Job application procedure

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