Contact Centre Agent (Hausa Language)

The Role Reporting to the MSI Nigeria Reproductive Choices Contact Centre Coordinator, the Hausa language (Multilingual) Contact Centre Agent will work as part of a team to manage incoming calls, social media messages (Facebook, Instagram, WhatsApp), and client emails. The role involves providing confidential, non-judgmental advice, counselling, and accurate information, as well as referring clients to appropriate MSI Nigeria service delivery points for relevant services and products. Key Responsibilities Provide counseling, support, and accurate reproductive health information to MSI clients according to procedures. Accurately interpret and document callers’ concerns, feedback, and complaints. Conduct outbound follow-ups with clients to monitor wellbeing after service uptake Send appointment reminders to clients before scheduled visits. Refer callers to appropriate MSI clinics and schedule appointments as needed. Maintain extensive knowledge of MSI products and services and how they work. Conduct client experience follow-ups and provide feedback to enhance service quality. Route queries and unresolved issues to the relevant internal teams. Escalate critical issues to the Contact Centre Coordinator or relevant medical personnel. Keep updated on MSI operational procedures, services, and offerings. Manage inbound and outbound client communications effectively. Respond to client inquiries via email, webchat, and social media platforms. Accurately input and update client data in the Contact Centre system. Keep detailed records of all client interactions following SOPs. Follow the monthly duty schedule as assigned, including working on shift operations Experience / Qualification / Skills Degree or Higher educational qualification in Nursing/Midwifery or Medical related field. Three years of post - NYSC experience in related fields. Fluent in Hausa language with strong written communication skill. Experience in working in a service/healthcare is an added advantage. Experience of working with minimal supervision. Experience in handling a large volume of calls and written messages. Multilingual language skill is an added advantage. Strong communication and counseling skills for sensitive reproductive health discussions. Excellent active listening skills and ability to accurately interpret client needs. Professional telephone etiquette and customer service skills. High attention to detail with precise data entry and documentation abilities. Ability to manage multiple communication channels and tasks efficiently. Sound judgment in problem-solving, routing, and escalation processes. Proficiency with Customer Relationship Management systems and basic digital tools. Strong empathy, emotional intelligence, and resilience under pressure. Ability to maintain confidentiality and uphold ethical standards. 1–3 years of experience in customer service, contact center, or client-facing roles preferably in a health or non-profit sector.