Essential Job Details

• Position Title: Contact Centre Agent
• Reference Number: 55/2025
• Location: Support Office, Nairobi, Kenya
• Employment Type: Full-Time, Permanent
• Number of Vacancies: 1
• Salary: Not disclosed
• Category/Department: Customer Service and Call Centre
• Reporting To: Contact Centre Coordinator
• Post Date: August 4, 2025
• Application Deadline: August 14, 2025
• Probationary Period: 3 months
• Experience: Not specified (new graduates or candidates with customer service experience encouraged)
• Education Level: Not specified (relevant training or experience in customer service preferred)

Introduction

The Contact Centre Agent role at MSI Reproductive Choices Kenya in Nairobi is a pivotal position within the Support Office, focused on enhancing client engagement and supporting the organization’s mission to deliver quality sexual and reproductive healthcare. This full-time, permanent role, with a 3-month probationary period, involves providing counseling, managing client interactions, and coordinating services across various communication channels to further MSI Kenya’s goal of The Prevention of Unwanted Births and ensuring Children by Choice Not Chance. Ideal for Kenyan professionals with a passion for customer service and reproductive health, the Contact Centre Agent position offers a unique opportunity to contribute to reducing unsafe abortions and empowering women in Nairobi’s dynamic healthcare sector.

The Contact Centre Agent will play a critical role in executing MSI Kenya’s digital strategy, engaging clients through phone calls, emails, SMS, and social media, and ensuring accurate data management to drive demand for services. This role combines counseling skills, digital coordination, and client-centered care, making it perfect for individuals who thrive in a mission-driven, technology-driven environment committed to gender equity and sustainable healthcare.

About MSI Reproductive Choices Kenya

MSI Reproductive Choices Kenya is a registered non-governmental organization and a local implementing partner of MSI Reproductive Choices, a UK-based charity dedicated to providing sexual and reproductive health services globally. Operating from its Support Office in Nairobi, MSI Kenya delivers quality family planning, women’s health services, and safe abortion care to millions of the world’s poorest and most vulnerable women. The organization is committed to reducing maternal mortality, empowering women to make informed reproductive choices, and fostering sustainable healthcare solutions across Kenya.

With a network of centers and a robust digital presence, MSI Kenya collaborates with healthcare providers, communities, and stakeholders to ensure accessible, client-centered services. The Contact Centre Agent role supports this mission by coordinating client interactions, managing databases, and facilitating strategic marketing, aligning with MSI Kenya’s core values: mission-driven, client-centered, accountable, courageous, resilient, and inclusive. By joining MSI Kenya, you will contribute to a transformative agenda that impacts lives and advances gender equity in Nairobi’s healthcare landscape.

Key Responsibilities

The Contact Centre Agent will be responsible for providing counseling, managing client data, coordinating call centre operations, and supporting MSI Kenya’s digital strategy. Reporting to the Contact Centre Coordinator, the role involves engaging clients through various channels, ensuring service coverage, and delivering monthly reports. Below is a detailed breakdown of the key responsibilities:

1. Provision of Counseling, Support, and Information

• Counsel Clients: Provide professional counseling, support, and information on reproductive health and related issues to clients accessing MSI Kenya’s call centre for the Contact Centre Agent role.
• Engage Employees: Offer counseling and information to MSI Kenya staff as needed, fostering a supportive internal environment.
• Make Outbound Calls: Conduct follow-up calls to clients in the database to assess their experiences at service delivery channels, making recommendations to enhance satisfaction.
• Route Communications: Direct calls and emails to appropriate resources, ensuring timely and effective responses to client inquiries.
• Track Counseling Metrics: Document the number of clients counseled monthly and prepare client feedback and experience reports for the Contact Centre Agent.

2. Data Entry and Database Management

• Enter Client Information: Accurately input new customer details into the call centre database, maintaining detailed client records for the Contact Centre Agent role.
• Maintain Database: Continuously update the call centre database, ensuring 100% capture of client information and data quality.
• Analyze Communications: Perform data entry to analyze client interactions, generating insights to improve service delivery and reporting.
• Prepare Reports: Compile monthly reports on call centre activity and output, providing data-driven insights for management review.

3. Planning and Coordination of Call Centre Services

• Ensure Coverage: Coordinate services and activities at the call centre, ensuring proper coverage and availability to handle client inquiries for the Contact Centre Agent.
• Conduct Surveys: Collaborate with the M&E team to coordinate client satisfaction surveys across all channels, researching required information using available resources.
• Follow Up on Clients: Coordinate general follow-ups for clients accessing service delivery channels, focusing on women’s wellness, family planning, post-abortion family planning (PAFP), cervical cancer screening, STI screening, and testing.
• Manage Databases: Establish, facilitate, and coordinate the use of client, staff, and partner databases for strategic engagement, such as bulk SMS campaigns for the Contact Centre Agent.
• Facilitate Campaigns: Coordinate promotions, campaigns, and client engagements on electronic platforms, including Facebook, Twitter, YouTube, and info@mariestopes.or.ke.

4. Reporting and Operational Support

• Generate Reports: Prepare monthly client satisfaction survey reports, client follow-up reports, and detailed engagement/campaign reports, including impact metrics for the Contact Centre Agent role.
• Maintain Operational Database: Ensure the client and staff database is operational, with monthly engagement and campaign reports to support strategic planning.
• Ensure Timely Escalation: Adhere to the call centre escalation matrix, resolving client queries promptly and escalating as needed to maintain service quality.
• Support Marketing Efforts: Contribute to strategic marketing initiatives by providing insights from client interactions and campaign outcomes.

5. Behaviours and Values

• Sharing Information: Share knowledge and resources while maintaining confidentiality, enhancing teamwork for the Contact Centre Agent role.
• Focus on Learning: Take responsibility for keeping skills updated and seeking development opportunities, aligning with MSI Kenya’s goals.
• Commitment: Demonstrate awareness of MSI Kenya’s vision and values, going the extra mile to meet role requirements.
• Driven and Accountable: Show drive to deliver results, taking responsibility for decisions and actions with integrity.
• Embracing Change and Motivation: Be open to change, adjust plans accordingly, and remain motivated to achieve quality outcomes.

Qualifications and Skills

To excel as a Contact Centre Agent at MSI Reproductive Choices Kenya, candidates must meet the following qualifications and skills, as outlined in the job description and aligned with industry standards:

• Education:
• No specific educational requirement (relevant training or experience in customer service, communication, or counseling preferred).
• Experience:
• No minimum experience specified; however, candidates with customer service, call centre, or reproductive health experience are encouraged to apply.
• Experience in a healthcare or NGO setting is an advantage for the Contact Centre Agent role.
• Technical Skills:
• Proficiency in call centre tools and database management to ensure accurate data entry and reporting.
• Knowledge of MS Office (Word, Excel) for documentation and report preparation.
• Familiarity with digital platforms, including social media (Facebook, Twitter, YouTube) and email (info@mariestopes.or.ke), for campaign coordination.
• Basic understanding of reproductive health services to provide accurate client information.
• Soft Skills:
• Communication skills to engage clients and staff effectively, with a clear and concise delivery for the Contact Centre Agent.
• Initiative to identify and act on opportunities to improve client experiences.
• Innovative thinking to propose creative solutions for client engagement and service delivery.
• Effective listening skills to provide empathetic counseling and address client needs.
• Responsive and efficient work habits to adapt to changing priorities and meet deadlines.
• Team player mentality to collaborate with the M&E team, coordinators, and other staff.
• Preferred Skills:
• Experience in counseling or client follow-up in a healthcare context.
• Knowledge of family planning, PAFP, cervical cancer screening, or STI testing to enhance client support.
• Multilingual abilities (e.g., English, Kiswahili) to engage diverse clients in Nairobi.

Behaviours and Values

Successful performance as a Contact Centre Agent at MSI Kenya is defined by both achievements and behaviors, aligning with the organization’s core values:

• Work as One MSI: Share data, knowledge, and resources to strengthen teamwork and maximize impact for the Contact Centre Agent role.
• Show Courage, Authenticity, and Integrity: Take accountability for decisions, challenge appropriately, and maintain ethical standards.
• Develop and Grow: Seek feedback, pursue learning opportunities, and keep skills updated to enhance effectiveness.
• Deliver Excellence, Always: Exceed client expectations, prioritize client needs, and build long-term relationships as a true MSI ambassador.
• Teamwork: Provide support and flexibility to colleagues, demonstrating respect for all people and cultures.

Company Culture and Values

MSI Reproductive Choices Kenya fosters a mission-driven, client-centered, and inclusive culture, guided by its commitment to preventing unwanted births and empowering women through reproductive choice. Operating from its Support Office in Nairobi, a hub for healthcare and development, MSI Kenya values accountability, courage, resilience, and inclusivity, creating a supportive environment for employees to thrive. The organization adheres to strict Anti-Fraud & Bribery and Safeguarding Policies, prioritizing the protection of children and vulnerable adults. As a Contact Centre Agent, you will contribute to a culture that emphasizes compassionate, client-focused care, aligning with MSI Kenya’s vision of Children by Choice Not Chance.

How to Apply

Apply now for the Contact Centre Agent position at MSI Reproductive Choices Kenya in Nairobi. To submit your application:

• Complete the online application form via: Apply for Contact Centre Agent.
• Prepare a detailed CV highlighting your customer service, counseling, or call centre experience, if any.
• Include a cover letter with the subject line “Contact Centre Agent,” explaining your suitability and alignment with MSI Kenya’s mission.
• Attach copies of any relevant certificates or training (e.g., customer care, communication) if applicable.
• Provide consent to the Recruitment Consent Form for personal data use and verification.
• Applications must be submitted by August 14, 2025.
• Only shortlisted candidates will be contacted for interviews.
• Note: MSI Reproductive Choices Kenya is an equal opportunity employer and does not charge fees at any stage of the recruitment process. Successful candidates must adhere to MSI’s Anti-Fraud & Bribery and Safeguarding Policies. For accommodations due to disabilities, contact the employer directly through the application portal.

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Tags

Contact Centre Agent, Nairobi jobs, customer service careers, reproductive health jobs, call centre careers

Role Overview

The Contact Centre Agent role at MSI Reproductive Choices Kenya in Nairobi is a critical position within the Support Office, focused on coordinating client interactions and supporting the organization’s mission to prevent unwanted births. This permanent role, with a 3-month probationary period, involves providing counseling, managing data, and facilitating digital engagement across communication channels to ensure Children by Choice Not Chance. Ideal for Kenyan professionals with a passion for customer service and reproductive health, the Contact Centre Agent position offers a chance to contribute to MSI Kenya’s transformative agenda in Nairobi’s vibrant healthcare sector.

Why This Role Matters

As a Contact Centre Agent, you will be a key interface between MSI Kenya and its clients, providing counseling and information to empower reproductive choices and reduce unsafe abortions. Your work in managing client interactions, analyzing data, and driving demand through digital campaigns will directly support MSI Kenya’s mission, enhancing client trust and health outcomes. The Contact Centre Agent role is both impactful and rewarding, offering a chance to make a meaningful difference in Nairobi’s healthcare landscape while advancing gender equity and sustainable healthcare solutions.

Program Context: MSI Kenya’s Digital Engagement

MSI Reproductive Choices Kenya’s Support Office in Nairobi drives the organization’s digital engagement strategy, leveraging call centres to provide accessible, client-centered services. The Contact Centre Agent role supports this strategy by coordinating client interactions, managing databases, and facilitating strategic marketing through SMS, social media, and other channels. By aligning with MSI Kenya’s core values and digital goals, the role contributes to ensuring clients are one contact away from safe services, supporting the organization’s mission of The Prevention of Unwanted Births.

Day-to-Day Responsibilities

The Contact Centre Agent will engage in a variety of tasks to support client counseling, data management, and digital coordination. Daily responsibilities include:

• Counseling Clients: Providing SRH counseling via phone, email, and SMS for the Contact Centre Agent role.
• Data Entry: Entering and updating client information in the call centre database with 100% accuracy.
• Outbound Calls: Following up with clients to assess experiences and make recommendations.
• Survey Coordination: Collaborating with the M&E team to conduct client satisfaction surveys.
• Campaign Management: Coordinating promotions and engagements on social media and email platforms.
• Reporting: Preparing monthly reports on client interactions, surveys, and campaign impacts.
• Escalation: Resolving client queries using the escalation matrix and adhering to MSI policies.

Skills Development Opportunities

The Contact Centre Agent role offers significant opportunities for professional growth, enhancing skills in customer service, digital coordination, and reproductive health. Key development opportunities include:

• Counseling Expertise: Mastering client-centered counseling for SRH issues for the Contact Centre Agent.
• Digital Proficiency: Gaining experience in managing social media, email, and database systems.
• Data Management Skills: Developing expertise in data entry and client interaction analysis.
• Customer Service Excellence: Enhancing communication and listening skills to deliver compassionate care.
• Marketing Coordination: Learning to facilitate campaigns and drive demand for SRH services.
• Team Collaboration: Building interpersonal skills through coordination with the M&E and marketing teams.

These opportunities position you for career advancement in customer service, digital marketing, or supervisory roles within MSI Kenya or the broader sector.

Working in Nairobi

Nairobi, Kenya’s capital and a hub for healthcare and development, provides a dynamic work environment for the Contact Centre Agent at MSI Kenya’s Support Office. With access to a vibrant professional community and organizations like the United Nations and local NGOs, Nairobi offers a supportive backdrop for advancing your career in customer service and reproductive health. The Support Office’s strategic location ensures collaboration with diverse stakeholders, making it an ideal setting for impactful work as a Contact Centre Agent.

Career Growth Potential

The Contact Centre Agent role is a gateway to advanced roles in customer service, digital health, or call centre management. Key growth prospects include:

• Senior Agent Roles: Advancing to positions like Contact Centre Supervisor or Coordinator.
• Digital Marketing Careers: Transitioning to roles in digital engagement or marketing for healthcare organizations.
• Customer Service Leadership: Moving into supervisory roles within MSI Kenya’s call centre network.
• Professional Development: Accessing certifications in customer service, counseling, or digital marketing.
• Industry Impact: Contributing to MSI Kenya’s nationwide efforts to improve reproductive health outcomes.

The permanent nature of the role, with a 3-month probationary period, ensures long-term career stability and opportunities for growth in Nairobi’s healthcare sector.

Commitment to Diversity and Inclusion

MSI Reproductive Choices Kenya is an equal opportunity employer committed to fostering an inclusive workplace. The organization encourages applications from diverse backgrounds, including women, persons with disabilities, and marginalized groups, and adheres to strict Anti-Fraud & Bribery and Safeguarding Policies. As a Contact Centre Agent, you will contribute to a culture of compassion, integrity, and inclusivity, aligning with MSI Kenya’s mission to empower women and protect vulnerable populations.

Who Should Apply

The Contact Centre Agent role is ideal for professionals with a passion for customer service, reproductive health, and digital engagement, with no specific educational requirement but a preference for relevant experience or training. If you have strong communication skills, initiative, and a commitment to MSI Kenya’s values, this Contact Centre Agent position offers a chance to excel in Nairobi’s healthcare sector. Candidates with experience in call centres, counseling, or marketing are particularly well-suited.

How to Stand Out as an Applicant

To increase your chances of being shortlisted for the Contact Centre Agent role:

• Highlight Customer Service Experience: Emphasize any call centre, counseling, or client engagement experience in your CV.
• Showcase Digital Skills: Highlight proficiency in MS Office, social media, or database management.
• Demonstrate Initiative: Provide examples of innovative solutions or proactive actions in your cover letter.
• Align with MSI’s Values: Reflect your commitment to client-centered, mission-driven care.
• Include Relevant Training: Attach certificates in customer care, communication, or marketing if applicable.

Application Tips

When applying for the Contact Centre Agent position:

• Complete the Online Form: Fill out the application form accurately at Apply for Contact Centre Agent.
• Tailor Your CV: Highlight customer service, counseling, or digital experience for the Contact Centre Agent role.
• Write a Concise Cover Letter: Use the subject line “Contact Centre Agent” and explain your suitability.
• Provide Consent: Agree to the Recruitment Consent Form for personal data use.
• Submit Early: Applications are reviewed on a rolling basis, so apply before August 14, 2025.
• Ensure Accuracy: Verify that your application is complete and correctly formatted.

Why Work at MSI Reproductive Choices Kenya

Working as a Contact Centre Agent at MSI Reproductive Choices Kenya offers a unique opportunity to contribute to a transformative mission while advancing your career. Key benefits include:

• Impactful Work: Support the prevention of unwanted births through counseling and client engagement.
• Competitive Role: Enjoy a permanent position with a 3-month probationary period and growth opportunities.
• Dynamic Environment: Work in Nairobi’s vibrant healthcare sector, collaborating with diverse stakeholders.
• Career Advancement: Access pathways to senior call centre or customer service roles.
• Supportive Culture: Thrive in a mission-driven, inclusive organization that values compassion and excellence.

By joining MSI Kenya, you will play a critical role in ensuring Children by Choice Not Chance, improving health outcomes and advancing gender equity across Kenya.

Additional Information

MSI Reproductive Choices Kenya is an equal opportunity employer committed to fair and transparent recruitment processes. No fees are charged at any stage of recruitment, and candidates should be cautious of fraudulent requests. Successful candidates must adhere to MSI’s Anti-Fraud & Bribery and Safeguarding Policies. For accommodations due to disabilities, contact the employer directly through the application portal. For more details, refer to the official application portal: Apply for Contact Centre Agent.

Conclusion

The Contact Centre Agent role at MSI Reproductive Choices Kenya in Nairobi is a transformative opportunity for professionals passionate about customer service, reproductive health, and digital engagement. By joining MSI Kenya, you will contribute to preventing unwanted births, empowering women, and advancing gender equity in a leading NGO. With a focus on compassion, integrity, and professional growth, this Contact Centre Agent position offers a chance to make a lasting impact in Nairobi’s healthcare sector. Apply today to become part of a team dedicated to ensuring Children by Choice Not Chance for every Kenyan.