Essential Job Details

• Position Title: Call Centre Nurse
• Reference Number: 53/2025
• Location: Support Office, Nairobi, Kenya
• Employment Type: Full-Time, Permanent
• Number of Vacancies: 1
• Salary: Not disclosed
• Category/Department: Healthcare and Pharmaceutical
• Reporting To: Senior Call Centre Coordinator, MEI
• Post Date: August 4, 2025
• Application Deadline: August 14, 2025
• Experience: At least 1 year in a Sexual and Reproductive Health (SRH) organization; call centre experience is an advantage
• Education Level: Diploma in Nursing from a recognized institution
• Professional Qualifications: Courses in customer care, communication, sales, or marketing are an advantage

Introduction

The Call Centre Nurse role at MSI Reproductive Choices Kenya in Nairobi is a pivotal position within the organization’s Support Office, dedicated to advancing sexual and reproductive healthcare through professional counseling, client engagement, and digital strategies. This full-time, permanent role is designed to support MSI Kenya’s mission of Making Choice Possible for every Kenyan by providing quality counseling, information dissemination, and client bookings via various communication channels. Ideal for Kenyan nurses with a passion for reproductive health and telemedicine, the Call Centre Nurse position offers a unique opportunity to contribute to reducing unsafe abortions and empowering women in Nairobi’s dynamic healthcare sector.

The Call Centre Nurse will play a critical role in executing MSI Kenya’s digital strategy, engaging clients through phone calls, emails, and SMS, and ensuring accurate data management to enhance client experiences. This role combines clinical expertise, customer service, and digital proficiency, making it perfect for individuals who thrive in a client-centered, 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 delivering sexual and reproductive health services globally. Operating from its Support Office in Nairobi, MSI Kenya provides 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 nationwide, MSI Kenya collaborates with healthcare providers, communities, and stakeholders to ensure accessible, client-centered services. The Call Centre Nurse role supports the organization’s digital strategy, leveraging communication channels to provide counseling, manage client data, and drive demand for services. Guided by MSI Kenya’s core values—mission-driven, client-centered, accountable, courageous, resilient, and inclusive—the role contributes to a transformative mission that impacts lives and advances gender equity in Nairobi’s healthcare landscape.

Key Responsibilities

The Call Centre Nurse will be responsible for providing professional counseling, managing client interactions, maintaining accurate data records, and supporting MSI Kenya’s digital strategy. Reporting to the Senior Call Centre Coordinator, MEI, the role involves engaging clients through various channels, ensuring quality service delivery, and contributing to operational efficiency. Below is a detailed breakdown of the key responsibilities:

1. Counseling and Client Support

• Provide Counseling Services: Offer professional counseling, support, and information on sexual and reproductive health (SRH) and related issues to clients accessing MSI Kenya’s call centre for the Call Centre Nurse role.
• Engage Clients: Communicate with clients via phone, email, and SMS, providing clear, non-judgmental guidance on family planning, cervical cancer screening, and other SRH services.
• Route Communications: Direct calls and emails to appropriate resources, ensuring timely and effective responses to client inquiries.
• Support Staff: Provide counseling and information to MSI Kenya employees as needed, fostering a supportive internal environment.
• Escalate Queries: Follow the defined escalation procedure to resolve client queries promptly, ensuring high-quality service delivery for the Call Centre Nurse.

2. Data Entry and Database Management

• Capture Client Information: Accurately enter client details into the call centre database, ensuring 100% capture of client information for the Call Centre Nurse role.
• Maintain Database: Update and manage the call centre database, ensuring data quality and accuracy for analysis and reporting.
• Analyze Client Interactions: Perform data entry to track and analyze client communications, generating insights to improve service delivery.
• Prepare Reports: Compile monthly reports on agent activity, client interactions, and counseling outcomes, providing data-driven insights for management.

3. Client Follow-Ups and Demand Generation

• Conduct Outbound Calls: Make follow-up calls to clients in the database to assess their experiences at MSI Kenya’s service delivery channels, making recommendations to enhance client satisfaction.
• Facilitate Strategic Marketing: Establish and manage client, staff, and partner databases for strategic marketing via bulk SMS, driving demand for SRH services for the Call Centre Nurse.
• Focus on Key Services: Conduct targeted follow-ups with clients accessing family planning and cervical cancer screening services, ensuring continuity of care.
• Track Communication Metrics: Monitor and report the number of clients reached via SMS and other channels, ensuring effective outreach.

4. Service Delivery and Operational Support

• Participate in Service Provision: Support call centre operations, ensuring proper coverage and availability to handle client inquiries for the Call Centre Nurse role.
• Adhere to Policies: Follow MSI Kenya’s standard operating procedures and call centre escalation matrix to ensure consistent service delivery.
• Ensure Data Quality: Maintain high-quality client data in the database, ensuring accuracy and completeness for operational and reporting purposes.
• Support Client Navigation: Assist clients in understanding MSI Kenya’s services and navigating service delivery channels effectively.

5. Personal Development

• Pursue Professional Growth: Actively seek training opportunities, including Continuing Medical Education (CME) sessions, to stay updated on SRH and telemedicine practices for the Call Centre Nurse.
• Seek Feedback: Request feedback to enhance self-awareness and improve performance, providing constructive feedback to colleagues to foster team growth.
• Maintain Skills: Keep knowledge and skills up to date, particularly in counseling, customer service, and digital tools, to deliver high-quality services.

6. Behaviours and Values

• Work as One MSI: Share data, knowledge, and resources to strengthen teamwork, prevent duplication, and maximize impact for the Call Centre Nurse role.
• Show Courage and Integrity: Hold yourself accountable for decisions and behaviors, demonstrating courage in addressing challenges and maintaining integrity.
• Deliver Excellence: Consistently exceed client expectations, prioritize client needs, and implement efficient processes to enhance service delivery.
• Embrace Leadership: Inspire colleagues through situational leadership, motivate team members, and contribute to MSI Kenya’s vision of accessible healthcare.

Qualifications and Skills

To excel as a Call Centre Nurse 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:
• Diploma in Nursing from a recognized institution (required).
• Courses in customer care, communication, sales, or marketing are an added advantage.
• Experience:
• At least 1 year of working experience in a Sexual and Reproductive Health (SRH) organization.
• Experience in counseling and working in a call centre environment (preferred).
• Customer service experience, particularly in healthcare settings, is highly desirable.
• Recent graduates with an interest in non-bedside nursing and telemedicine are encouraged to apply.
• Technical Skills:
• Knowledge of customer service principles to deliver client-centered care for the Call Centre Nurse.
• Fluent communication in English and Kiswahili with a clear, neutral accent for effective client interactions.
• Proficiency in MS Office and call centre database systems for data entry and reporting.
• Knowledge of MSI Kenya’s services and service delivery channels to provide accurate information.
• Ability to work long hours and in a shift system, ensuring availability for client support.
• Soft Skills:
• Verbal and written communication skills to engage clients effectively and document interactions.
• Effective listening skills to provide empathetic and non-judgmental counseling.
• Attention to detail to ensure accurate data entry and quality client interactions.
• Adaptability to handle changing priorities and diverse client needs.
• Stress tolerance and resilience to manage high-pressure situations in a call centre environment.
• Positive attitude and respect for others to foster a supportive client experience.
• Teamwork to collaborate with colleagues and deliver cohesive services.
• Preferred Skills:
• Prior call centre experience to enhance efficiency in client communications.
• Knowledge of family planning and cervical cancer screening to provide targeted counseling.
• Multilingual abilities to engage diverse clients in Nairobi.

Behaviours and Values

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

• Work as One MSI: Share accurate data and expertise to enhance teamwork and decision-making, maximizing the impact of the Call Centre Nurse role.
• Show Courage, Authenticity, and Integrity: Take responsibility for decisions, challenge appropriately, and maintain financial and ethical integrity.
• Develop and Grow: Seek feedback, pursue learning opportunities, and keep skills updated to enhance effectiveness.
• Deliver Excellence, Always: Prioritize client needs, exceed expectations, and build long-term relationships as a true MSI ambassador.
• Leadership: Inspire colleagues, provide clear direction, and contribute to MSI Kenya’s vision of accessible reproductive healthcare.

Company Culture and Values

MSI Reproductive Choices Kenya fosters a mission-driven, client-centered, and inclusive culture, guided by its commitment to empowering women and reducing unsafe abortions. 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 Call Centre Nurse, you will contribute to a culture that emphasizes compassionate, client-focused care, aligning with MSI Kenya’s goal of Making Choice Possible for every Kenyan.

How to Apply

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

• Complete the online application form via: Apply for Call Centre Nurse.
• Prepare a detailed CV highlighting your nursing experience, counseling skills, and call centre or customer service background.
• Include a cover letter with the subject line “Contact Centre Nurse,” explaining your suitability and alignment with MSI Kenya’s mission.
• Attach copies of your Diploma in Nursing and any relevant certifications in customer care, communication, or marketing.
• 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.

Additional Engagement

• View More Job Opportunities: Explore additional vacancies at JobKenya.org.
• Free WhatsApp Channel for Job Seekers: Get real-time alerts from our WhatsApp Channel for Job Updates.
• Follow on Social Media: Stay updated with job opportunities on Twitter and LinkedIn.

Tags

Call Centre Nurse, Nairobi jobs, healthcare jobs, reproductive health careers, telemedicine careers

Role Overview

The Call Centre Nurse role at MSI Reproductive Choices Kenya in Nairobi is a critical position within the Support Office, focused on delivering professional counseling, client engagement, and data management to advance sexual and reproductive health services. This permanent role involves providing information, managing client databases, and supporting MSI Kenya’s digital strategy through various communication channels. Ideal for nurses with at least 1 year of SRH experience and an interest in telemedicine, the Call Centre Nurse position offers a chance to contribute to a transformative mission in Nairobi’s vibrant healthcare sector.

Why This Role Matters

As a Call Centre Nurse, you will be a key point of contact for clients seeking reproductive health services, providing compassionate counseling and accurate information to empower women’s choices. Your work in managing client interactions, analyzing data, and driving demand for services will directly support MSI Kenya’s mission to reduce unsafe abortions and improve health outcomes. The Call Centre Nurse 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 Strategy

MSI Reproductive Choices Kenya’s Support Office in Nairobi drives the organization’s digital strategy, leveraging call centre operations to provide accessible, client-centered services. The Call Centre Nurse role supports this strategy by delivering counseling, managing client data, and facilitating strategic marketing through SMS 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 Making Choice Possible.

Day-to-Day Responsibilities

The Call Centre Nurse will engage in a variety of tasks to support client counseling, data management, and service delivery. Daily responsibilities include:

• Counseling Clients: Providing professional SRH counseling via phone, email, and SMS for the Call Centre Nurse role.
• Data Entry: Capturing and updating client information in the call centre database with 100% accuracy.
• Outbound Calls: Following up with clients to assess their experiences and make recommendations.
• Strategic Marketing: Managing databases for bulk SMS campaigns to drive demand for family planning and cervical cancer screening.
• Reporting: Preparing monthly reports on client interactions and agent activity.
• Escalation: Resolving client queries using the escalation matrix and adhering to MSI policies.
• Professional Development: Participating in CMEs to stay updated on SRH and telemedicine practices.

Skills Development Opportunities

The Call Centre Nurse role offers significant opportunities for professional growth, enhancing skills in telemedicine, counseling, and data management. Key development opportunities include:

• Counseling Expertise: Mastering non-judgmental, client-centered counseling for SRH issues for the Call Centre Nurse.
• Telemedicine Proficiency: Gaining experience in digital healthcare delivery through call centre operations.
• Data Management Skills: Developing expertise in database management and client interaction analysis.
• Customer Service Excellence: Enhancing communication and listening skills to deliver compassionate care.
• Compliance Knowledge: Gaining familiarity with MSI Kenya’s policies and healthcare regulations.
• Team Collaboration: Building interpersonal skills through coordination with call centre and clinical teams.

These opportunities position you for career advancement in telemedicine, healthcare administration, or leadership 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 Call Centre Nurse at MSI Kenya’s Support Office. With access to a vibrant professional community and organizations like the United Nations and local hospitals, Nairobi offers a supportive backdrop for advancing your career in telemedicine and reproductive health. The Support Office’s strategic location ensures collaboration with diverse stakeholders, making it an ideal setting for impactful work as a Call Centre Nurse.

Career Growth Potential

The Call Centre Nurse role is a gateway to advanced roles in telemedicine, healthcare counseling, or digital health management. Key growth prospects include:

• Senior Call Centre Roles: Advancing to positions like Call Centre Coordinator or Supervisor.
• Telemedicine Careers: Transitioning to roles in digital healthcare delivery or patient advocacy.
• Healthcare Administration: Moving into roles managing client services or health programs.
• Professional Development: Accessing certifications in telemedicine, counseling, or customer service.
• Industry Impact: Contributing to MSI Kenya’s nationwide efforts to improve reproductive health outcomes.

The permanent nature of the role 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 female candidates, persons with disabilities, and marginalized groups, adhering to strict Anti-Fraud & Bribery and Safeguarding Policies. As a Call Centre Nurse, 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 Call Centre Nurse role is ideal for nurses with a Diploma in Nursing, at least 1 year of SRH experience, and a passion for telemedicine and client-centered care. Recent graduates with an interest in non-bedside nursing and candidates with call centre or customer service experience are encouraged to apply. If you have strong communication skills, adaptability, and a commitment to MSI Kenya’s values, this Call Centre Nurse position offers a chance to excel in Nairobi’s healthcare sector.

How to Stand Out as an Applicant

To increase your chances of being shortlisted for the Call Centre Nurse role:

• Highlight SRH Experience: Emphasize your 1+ year of experience in sexual and reproductive health in your CV.
• Showcase Counseling Skills: Provide examples of counseling or client engagement in your cover letter.
• Demonstrate Digital Proficiency: Highlight proficiency in MS Office and database systems.
• Align with MSI’s Values: Reflect your commitment to client-centered, mission-driven care.
• Include Certifications: Attach your Diploma in Nursing and any relevant customer care or marketing courses.

Application Tips

When applying for the Call Centre Nurse position:

• Complete the Online Form: Fill out the application form accurately at Apply for Call Centre Nurse.
• Tailor Your CV: Highlight nursing, counseling, and call centre experience for the Call Centre Nurse role.
• Write a Concise Cover Letter: Use the subject line “Contact Centre Nurse” 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 Call Centre Nurse at MSI Reproductive Choices Kenya offers a unique opportunity to contribute to a transformative mission while advancing your career. Key benefits include:

• Impactful Work: Empower women through counseling and support, reducing unsafe abortions.
• Competitive Role: Enjoy a permanent position with opportunities for professional development.
• Dynamic Environment: Work in Nairobi’s vibrant healthcare sector, collaborating with diverse stakeholders.
• Career Advancement: Access pathways to senior call centre or telemedicine 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 Making Choice Possible, 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 Call Centre Nurse.

Conclusion

The Call Centre Nurse role at MSI Reproductive Choices Kenya in Nairobi is a transformative opportunity for nurses passionate about telemedicine, reproductive health, and client-centered care. By joining MSI Kenya, you will contribute to quality SRH services, empower women, and advance gender equity in a leading NGO. With a focus on compassion, integrity, and professional growth, this Call Centre Nurse position offers a chance to make a lasting impact in Nairobi’s healthcare sector. Apply today to become part of a team dedicated to Making Choice Possible for every Kenyan.