Vacancy title:
2 Call Centre Agents

[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Communications & Electronics]

Jobs at:
UMATI

Deadline of this Job:
Monday, May 19 2025

Duty Station:
Dar es salaam | Dar es Salaam | Tanzania

Summary
Date Posted: Tuesday, May 6 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Job Purpose:

Working closely with the IT Officer and National Youth Coordinator, the Call Centre Agents will have primary responsibility for operating the call centre by receiving and responding to inquiries regarding the issues they face, and services they demand that are related to Sexual and Reproductive Health, Gender-based violence, and the like. This position is volunteer-based and the organization will offer a subsistence allowance to candidates with the spirit of volunteerism.

 Duties and Responsibilities:

• Answer incoming calls from clients
• Management and resolve client’s complaints
• Provide sexual reproductive health counselling and information to clients.
• Identify and escalate issues to supervisors or services providers
• Research, identify, and resolve client’s complaints using applicable software
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Preparation and sharing of the Daily reports from the CRM software.
• Follow up clients calls where necessary

Qualifications/Experience Requirements:

• Minimum Diploma Level in public health (nursing, clinical management, etc.), Gender, community development, social studies, etc.
• At least one (1) year of experience
• Must be a resident of Temeke, Dar es Salaam
• Experience in Telesales is an added advantage

Knowledge, Skills, and Abilities:

• Must be fluent in Swahili and English.
• Sharp Mind & Quick Learner
• Flexible to Shift Work
• Smart Team Worker
• Clients Focus, clients Service,
• Data Entry Skills,
• Listening, Phone Skills, Verbal Communication,
• Building Relationships, People Skills,
• Interpersonal Understanding,
• Problem Solving

Work Hours: 8

Experience in Months: 12

Level of Education: associate degree

Job application procedure
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