Company Profile
DKT Anglophone West Africa (AWA), is an innovative, adventurous and sustainable social marketing enterprise that improves people’s lives in Ghana, Liberia and Sierra Leone by contributing to raising modern contraceptive prevalence rate, reduce maternal mortality and provide safe quality options for HIV/AIDs prevention.
Job Description
- Job title: Lydia Consumer Advisor
- Department: Programs/Technical
Organization Relationship
Directly reports to: Lydia Contact Center Manager
Job Summary
- Provide women, men and couples with sexual and reproductive health information and advice which includes family planning.
- Strive to consistently meet and exceed client expectations, putting clients at the centre of everything and implement smarter, more efficient ways of performing your role.
- Maintain a high level of knowledge about DKT products and services and ensure client are provided with full accurate information.
- Manage appointments, bookings, and referral of clients to Lydia Partner Clinics, pharmacies and chemical shops to access reproductive health products and services
Specific Duties and Responsibilities
- As a Client Services Advisor you will provide exceptional customer service to both our clients and clinics.
- You will be non-judgmental in order to offer non-biased information to our clients at all times
- Keep weekly dashboards on indicators and statistics expected linked through DKT’s CRMs
- Ensure call Quality scores are met on each customer call.
- Enhances organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.
- Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
- Follow up customer calls where necessary.
Other Duties
- Perform other duties as may be assigned by Programs Manager periodically.
- Ensure confidentiality in the handling of all business-related issues.
Position Objectives.
- To contribute to the achievement of DKT’s sales targets through effective referrals from the contact Centre
- To assist in giving proper education on DKT products and services.
Required Skills or Experience
- Bachelor degree or equivalent in marketing, communications or health related courses with at least 2 years of work experience in similar position,
- Knowledge in use and contraceptives and contraception is an added advantage.
- Knowledge of Microsoft Office and Windows based computer application and database management (MS Excel).
- Experience of working within a contact center role either inbound or outbound is an added advantage.
Statement of Skills, Knowledge & Abilities
- Strong telephone and verbal communication skills along with active listening skills.
- Ability to actively interact with clients using various social media platforms ( Facebook, WhatApp, Instagram, Twitter etc)
- Customer focus and adaptability to different personality types with co-workers, maintain a good attitude
- Attention to detail — Pay attention to detail when performing tasks.
- Ability to multi-task, set priorities and manage time effectively
- Ability to work as part of a team and liaise with people at all levels
- Must have a good presentation skill
- A high attention to detail with excellent organizational skills
- Confident in the use of various computer systems
DKT Ghana values
- Performance,
- Teamwork,
- Integrity,
- Customer focus,
- Value for money,
- Timeliness.
How To Apply
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Note
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