Call Centre Representative (Consultant)

About the role

The Call Centre Representative will be the first point of contact for users of the Com‑WATCH platform, a data‑driven solution aimed at improving antibiotic stewardship in Nigerian communities. You will provide multilingual, courteous support, guide users through the mobile app, WhatsApp chatbot and web interface, and ensure accurate data capture for project monitoring.

Key responsibilities

• Manage daily inbound and outbound calls from community members, PPMVs, agrovets and CHWs.
• Guide users through verification, stock management and chatbot features.
• Answer FAQs 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 suspected falsified antibiotics within one hour.
• Conduct follow‑up calls to confirm issue resolution and collect missing data.
• Participate in weekly huddles and prepare monthly call summary reports.
• Complete quality‑assurance self‑assessments and support testing of new platform features.

Required profile

• Bachelor’s degree in Public Health, Pharmacy, Nursing, Social Sciences, Communications or related field (or equivalent diploma with experience).
• Minimum 1 year of experience in a structured call centre, helpline or customer support role.
• Strong communication skills in English and at least one local language.

Required skills

• Proficiency with CRM systems for data entry and tracking.