• Receive and attend to all incoming calls and provide counselling or information. Ensure proper documentation of all calls in the contact Centre C3 system. • Refer clients to the different Marie Stopes Service Delivery Channels to increase service uptake, particularly for the Centers and Hospital. • Conversion of Referred clients into actual Visits • 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. • Referral Conversion of Chat Interactions • Make follow-ups’ of all referred clients on the EHR System for post-service review and feedback. • Ensure that clients referred to centers are issued with E-coupons to allow for proper tracking of the uptake of core services. • Escalate sensitive issues or subject matters to the Contact Centre Team Leader. • Participate in the online courses aimed at improving counselling skills and personal development. • Bring areas of underperformance in contact centers’ call volumes, messages and general management to the attention of the Contact Centre Team Leader. • Perform any other duties as directed by the Contact Centre Team Leader.

Please note Interviews will be held on a rolling basis. Deadline: 8th August, 2025.