Call Center Community Service Assistant at Evidence Action

Job purpose

Call Center Community Service Assistant –position is primarily an office-based position which plays an important role as an interface between Safe Water Programs and local community leaders and elected dispenser promoters in delivering the chlorine dispenser safe water intervention to rural communities.

Duties and responsibilities

• Make calls to the community elected promoters to collate information about dispenser maintenance issues, chlorine refilling, and community issues regarding dispenser use and water treatment.
• Make calls to secure field teams appointments for community meetings/training, community leader's meetings and/or field visits.
• Maintaining a database of promoter contacts, promoter calls feedback and issues raised.
• Ensuring that all calls and issues are logged on the issue tracker on PROGMIS.
• Maintaining well-organized hard data and folders of promoter scripts, contacts etc.
• Any other activity assigned by the supervisor.

Qualifications

• Diploma in Customer Service/ Community Development/ Social Work/ Teaching or related fields
• Certificate in computer skills in MS Office suite.
• At least 1-2 years experience working with communities or social enterprises/NGOs.
• Experience in a Call Centre, communication and public relations is an added advantage.
• Good language skills in English and Kiswahili both spoken and written. Must speak the Local language (depending on the preferred office location – a MUST.
• Stock management experience/qualifications are an added advantage.

Attributes

• Excellent communication skills and telephone mannerisms.
• Good computer skills, data entry and management skills.
• High-level discipline and good character while engaging with promoters and other community leaders, program teams and managers.
• Good presentation skills, basic office etiquette, office housekeeping, and punctuality.
• High level of integrity and stewardship.
• Teamwork. Embraces teamwork and aspires and supports the ideals of working in a teamwork environment as a team champion.
• Passion to work in a rural community setting.
• Self-driven and highly motivated to deliver results within tight deadlines.
• Proactive and ambitious to support innovation and change in a dynamic working environment.
• Positive attitude to work and to development in a fast-paced work environment.