Introduction and Background

The Association of Obstetricians and Gynaecologists of Uganda (AOGU), formed in 1985, is a registered non-profit, professional organization with a mandate to promote professionalism, undertake research, represent its members at local, regional, international level and champion Sexual Reproductive Health & Rights of the people in the region. AOGU has a vision to be a leading champion of quality reproductive health in the region. AOGU boasts of 243 members all over the country and in the diaspora. AOGU works closely with the Ministry of Health, Uganda, and many other partners such as CEHURD, CHAI, PSI and others, to improve maternal and reproductive health.

Job Title: Call Center Advisor

Duty Station: Kampala, Uganda

Job Summary: The Call Center Advisor will work for AOGU in the AOGU Call Centre. 

JOB DETAILS:

Position Description

AOGU is looking for a Call Center Advisor with a background in healthcare management studies. The call center advisor will be responsible for helping customers understand and use our services. The candidate will be a member of our Call Centre team in Uganda and will work with the team to deliver value and high quality service to customers.

Key Responsibilities

• Handle inbound and outbound client calls in line with AOGU objectives.
• Follow relevant call center communication scripts when engaging clients.
• Engage and build sustainable relationships with clients.
• Employ call center software in keeping appropriate records of all client communication.
• Ensure clients are satisfied with the level of service being delivered by administering customer satisfaction surveys.
• Maintain and improve quality of service by adhering to standards and guidelines.
• Keep a shared log of functional/process improvements/issues for iterative purposes.
• Seize opportunities and Timely and appropriate referral of client to the different partner organizations.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Our Ideal Candidate

• Prior experience as a customer service agent in a health care setting is a plus.
• A self-starter who can multitask while consistently producing high quality deliverables.
• The ideal candidate should be able to speak English and Luganda as a default with a combination of Swahili, Luo, Ateso, 4Rs (Runyankore, Rukiga, Rutoroo, Runyoro). 
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• Proficient in Microsoft Office Suite, specifically Excel.
• Works effectively as a team member, promotes unity and adapts to change.
• Exhibits creative problem solving.
• Has great active listening skills.
• Has exceptional interpersonal and rapport building skills.
• Has a patient and empathetic attitude. Interpersonal, human relation skills with verbal and written communication skills.
• Ability to plan work, establish priorities, and remain flexible
• Ability to maintain confidentiality. Ability to instruct / teach and keen to pursue personal development.
• Strong commitment to the goal and vision of AOGU

Work Hours: 8 hours

Experience in Months: 12 months

Level of Education: Bachelor Degree 

PS: The candidate should not be a student

How to Apply:

Interested persons who wish to apply should send their applications, CVs and academic documents to gynuganda@yahoo.com with the subject “Call Center Job” by 22^nd September 2023, at 5:00 pm. Only shortlisted candidates will be contacted for the interviews. For more details on the job description and job specifications, call 0393 215 014, or visit www.aogu.or.ug