Full Time
March 11, 2024
Lilongwe, Malawi
March 21, 2024

Company: Banja La Mtsogolo (BLM)

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Banja La Mtsogolo (BLM) is a Malawian Non-Governmental Healthcare Organization established in 1987. BLM provides quality Family Planning and Reproductive Healthcare including HIV/AIDS information and interventions. BLM is a senior member of the MSI Reproductive Choices Partnership which works in 37 countries globally. BLM exists to improve quality of life in Malawi through family planning and reproductive health care services. BLM serves over 800,000 clients annually and makes a significant contribution to national family planning objectives. The organization has national coverage, operating through 25 clinics, and numerous outreach clinic sites.

Applications are invited from suitably qualified candidates to fill the vacant positions of: Client Contact Centre (2)

Client Contact Centre Agent (2 Positions)
Duty Station: Lilongwe Support Office
Reporting Line: Senior Marketing and Advocacy Manager

Job Purpose:
The Client Contact Centre Agent will be responsible for providing information and counselling to inbound calls from existing and potential clients on BLM’s range of services including but not limited to: Family Planning, Sexual and Reproductive Health issues as well as the referral of callers to other BLM service delivery points such as Clinics and Outreach Teams.

Key Responsibilities

  • Provision of counselling, support, and information to BLM clients and prospective clients
  • Providing basic level of counselling and relevant information to clients who access BLM through our Call Center on reproductive health and related issues.
  • Answering inbound requests promptly and in accordance with BLM procedures.
  • Understanding and interpreting callers’ complaints/or suggestions accurately.
  • Service quality follow-ups: Placing of outbound calls to clients who visited BLM service delivery channels.
  • Reminder follow-ups: Reminding clients before their visits.
  • Referring callers to BLM clinics and make appointments as needed.
  • Have a good understanding of BLM products and services.
  • Placing outbound calls to clients from our database to find out about their client experience when visiting our service delivery channels, and provide recommendations to the organisation for improving service and procedures.
  • Directing requests and unresolved issues to the appropriate resources (Senior Marketing Manager, Centre Manager, Quality team, Medical team member, etc.)
  • Escalating incidents to the medical team at the BLM, or in the case of very specific medical requests and/or emergencies to the relevant BLM clinic.
  • Proactively keeping up-to-date on new procedures and services offered by BLM to build and educate callers’ interests.
  • Flexible, able to carry out both inbound and outbound communications with clients.

Data entry

  • Entering new client information into the system and maintain the Client Care Centre database.
  • Keeping records of callers’ interactions and details of actions taken.

Contribution to the department’s marketing operations

  • Responding to emails, online webchat, and private social media messages.

Qualification, Skills and Experience

  • At least Diploma in Nursing or a degree in Mass Communication. Prior experience in client management is an added advantage.
  • Knowledge of customer service principles and practices.
  • Familiarity with administration and clerical processes.
  • Good grasp of health issues for Malawi with emphasis on reproductive health and general medical services.
  • Have a clear telephone voice.
  • At least one year of working experience in a Sexual and Reproductive Health (SRH) organization.
  • Ability to coordinate, manage and develop team members.
  • Verbal and written communication skills. Fluent communication (written and spoken) in Chichewa, English and other local languages.
  • Strong desire to help others, empathetic and willing to learn.
  • Some familiarity with family planning and sexual health issues (additional training will be provided)
  • Basic computer knowledge
  • Be pro-choice.

If you are interested and you meet the above requirements, please send your curriculum vitae and cover letter including names and contact details of at least three traceable referees (at least one reference from your current employer or most recent employer; or any previous employers from the recent past)

All applications should be addressed to:

The Corporate Services Director,
Banja La Mtsogolo,
P.O. Box 1854,
E-mail:; to reach her not later than Thursday 21st March 2024.

“Our organization is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and therefore expects all staff and post holders to share this commitment as per the MSI global Code of Conduct”.

BLM is an equal opportunity employer. No canvassing of any kind is allowed.