He/she will answer incoming calls from clients who want to have necessary information, respond to inquiries, manage how to resolving their health challenges/complaints, significant client service problems, and provide general service provision of the Association. S/he will be a part of the health providers’ team under clinical services department and will be responsible for assisting them in provision of information needs for clients over the phone. He/she will also provide counseling on SRH services and indicates appropriate FP methods. S/he will be in charge of making a linkage between the client and concerned servicer delivery point through voice and in person interactions as well.

Duties and Responsibilities :

• Manage incoming calls and respond to client’s emails, possibly.
• Management and resolve client complaints
• Provide information needs of the clients
• Play an advisory role in resolving of FP and SRH issues
• Identify and escalate issues to supervisors
• Provide service information to clients
• Process orders, forms, and application
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in client calls
• Follow up client calls where necessary
• Complete call logs and reports.
• Other duties as assigned 

Job Requirements

Educational Background:- BSc Degree or Diploma in nursing, public health or equivalent.

Work experience:- One year experience and three experience for Diploma in health service provision mainly in counseling and possibly in a call center environment is an asset

Skill:- ·        

• Knowledge of client service practices and principles
• Excellent data entry and typing skills
• Proficient in relevant computer applications
• Superior communication skills in English, Amharic and other local languages is an asset
• Ability to handle stressful situation appropriately

How to Apply

Interested applicants should send no-returnable applications with CV and copies of credentials and other supporting documents with in 10 calendar days of this announcement to the following address: Family Guidance Association of Ethiopia Human Resource and Organizational Development Division P.O. Box: 5716 Addis Ababa or Apply through CLICK HERE

Family Guidance Association of Ethiopia is an equal opportunity employer and female applicants are highly encouraged to apply. For more information, please visit the website