Call Center Representative in Abuja & Kano

Call Center Representative (Consultant) – Abuja & Kano

Organization: eHealth Africa
Vacancies: 2
Locations: Abuja & Kano

eHealth Africa is seeking qualified Call Center Representatives (Consultants) to support its mission of strengthening health systems and expanding access to care across communities. This role plays a critical part in frontline service delivery, connecting users to essential information, improving communication between communities and health systems, and contributing to impactful, data-driven health solutions.

The selected candidates will support the Com-WATCH Project, an integrated platform designed to strengthen antibiotic stewardship in Nigeria. The system tracks antibiotic stock, detects substandard or falsified medicines, and provides real-time insights to improve public health outcomes. Through mobile applications, WhatsApp chatbots, and web interfaces, the platform enables community members, patent and proprietary medicine vendors (PPMVs), agrovets, and community health workers (CHWs) to verify antibiotic quality and contribute to national antimicrobial resistance (AMR) monitoring.

Role Summary
The Call Center Representative will serve as the primary point of contact for Com-WATCH users, ensuring smooth navigation of the platform and timely resolution of inquiries. The role involves delivering multilingual support, maintaining accurate records, and escalating critical issues in line with project protocols.

Key Responsibilities

• Manage inbound and outbound calls professionally and efficiently.
• Guide users through platform features including verification tools, stock management, chatbot, and web interface.
• Respond to inquiries using approved knowledge base resources.
• Accurately log all interactions in the CRM system within two hours.
• Escalate technical issues or critical alerts within one hour.
• Conduct follow-up calls to confirm issue resolution and collect missing data.
• Participate in weekly team reviews to assess trends and feedback.
• Prepare monthly reports highlighting user insights and system challenges.
• Perform quality assurance self-assessments on recorded calls.
• Attend trainings and support testing of new platform features.

Candidate Requirements

• Bachelor’s degree in Public Health, Pharmacy, Nursing, Social Sciences, Communications, or related field (HND/ND/NCE with relevant experience may be considered).
• Minimum of one year experience in call center operations, customer support, or community engagement.
• Strong communication and interpersonal skills, including empathy and active listening.
• Proficiency in CRM systems and structured data entry.

Language Requirements

• Kano Position: Fluent in Hausa and Fulani, plus Pidgin English.
• Abuja Position: Fluent in Igbo and Yoruba, plus Pidgin English.
• Both Roles: Professional proficiency in English (spoken and written).

Contract Duration
The consultancy is expected to run until December 31, 2026, with an initial period of six weeks starting May 2026. Renewal is subject to performance and funding availability.

Application Link: https://ehealthafrica.org/careers/

Equal Opportunity
eHealth Africa is committed to diversity, inclusion, and gender equity. All qualified candidates are encouraged to apply regardless of gender, ethnicity, disability, or religious affiliation.