Call Centre Representative (Consultant)

About the role

The Call Centre Representative will serve as the primary point of contact for users of the Com‑WATCH platform, a data‑driven solution aimed at strengthening antibiotic stewardship in Nigerian communities. The role involves providing multilingual, courteous support, guiding users through the application, and ensuring accurate data capture for project monitoring.

Key responsibilities

• Manage daily inbound and outbound calls through the project’s call queue, delivering timely and professional assistance.
• Guide community members, PPMVs, agrovets, and CHWs through verification, stock management, chatbot, and web interface features.
• Answer frequently asked questions using the approved knowledge base and standardized scripts.
• Log every interaction in the CRM system within two hours, ensuring completeness of mandatory fields.
• Escalate unresolved technical issues or critical signals (e.g., suspected falsified antibiotics) within one hour following protocol.
• Conduct follow‑up calls to confirm issue resolution and collect missing data.
• Participate in weekly huddles with the Project Coordinator and Data Analyst to review call trends and data quality.
• Prepare monthly call summary reports highlighting user insights and recurring technical issues.
• Complete quality‑assurance self‑assessments on recorded calls.
• Attend onboarding, refresher training, and support testing of new platform features.

Required profile

• Bachelor’s degree in Public Health, Pharmacy, Nursing, Social Sciences, Communications, or a related field (or a Diploma/HND/ND/NCE with equivalent experience).
• Minimum of 1 year experience in a structured call centre, helpline, customer support, or community engagement role.

Required skills

• Proficiency in using a Customer Relationship Management (CRM) system for data entry and tracking.