Call Centre Agent

GiveDirectly (GD) is seeking a Call Centre Agent for a fixed-term contract in either Nairobi or Migori. In this role, you will be the primary contact for program participants, providing essential information and ensuring a respectful experience that aligns with GD’s mission to deliver cash grants to the world’s poorest communities.

Main Responsibilities

• Respond to incoming calls, addressing inquiries and concerns while maintaining professionalism and empathy.
• Conduct phone surveys to verify cash transfer receipt and assess participant satisfaction.
• Communicate project objectives clearly and escalate complex cases to supervisors as needed.
• Collect and record recipient interaction data accurately using specified tools.
• Provide feedback to improve program implementation and address recurring issues.
• Participate in quality monitoring and support operational flexibility during peak periods.

Qualifications

• A Degree or Diploma in Public Health, Community Health, or a related field is required.
• Minimum of 2 years of experience in community health or related roles, particularly in rural settings.
• Proficient in Dholuo, English, and Kiswahili.
• Strong ethics, excellent communication skills, and a high attention to detail are essential.