General Helpdesk Agent at Jacaranda Health

Main Responsibilities 

1. Respond to 400+ queries from users on a daily basis via SMS and any other channels such as Facebook and Telegram to ensure easy access to factual health information.
2. Update the Q&A database as applicable and alert a supervisor if the messaging platform and/or Salesforce is non-operational in order to ensure no disruption of service.
3. Consult with a medical professional in instances of medical queries to guarantee accurate health information has been given.
4. Direct mothers experiencing mental health, miscarriage, baby loss, or abuse to partner organizations for proper care.
5. Provide insights to the Q&A team by collating feedback on the service received for gap identification and improvement purposes.
6. Prepare weekly reports on the performance and challenges of the Helpdesk to support decision making

Requirements 

• Diploma in Health Promotion or any other health-related field
• Minimum of 1 year of relevant experience in customer facing roles, clinical research, health coaching and wellness, medical content creation and maternal and new-born knowledge and team management
• Experience or familiarity with maternal or newborn health
• Tech savvy, proficient in MS Office and G-Suite
• Ability to translate written answers between English and Kiswahili (and vice versa)
• Good typing skills
• Passion for mothers and children
• Self-starter
• Excellent oral and written communication skills in both English and Kiswahili
• Dependable and upholding the highest level of honesty and confidentiality
• High attention to detail and problem-solving skills
• Proactive, self-motivated and team-oriented
• Ability to multitask effectively
• Ability to withstand demanding targets; does well under pressure

Contract Period

This position is expected to be a contract of 12 months, renewable.