Job opportunity : Call Center Representative (Consultant) – Abuja & Kano

 Call Center Representative (Consultant) – Abuja & Kano

Organization: eHealth Africa
Locations: Abuja & Kano
Open Positions: 2

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Overview

eHealth Africa is currently recruiting skilled and motivated Call Center Representatives (Consultants) to support its ongoing efforts in strengthening healthcare systems and improving access to essential services across Nigeria.

This role is central to frontline engagement—bridging communication between communities and healthcare systems while contributing to data-driven health interventions that make a measurable impact.

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About the Project – Com-WATCH

Successful candidates will work on the Com-WATCH Project, an innovative digital platform designed to improve antibiotic stewardship in Nigeria.

The system enables:

• Tracking of antibiotic stock levels
• Detection of substandard or falsified medicines
• Real-time data insights for better public health decisions

Through mobile apps, WhatsApp chatbots, and web tools, Com-WATCH empowers community members, Patent and Proprietary Medicine Vendors (PPMVs), agrovets, and Community Health Workers (CHWs) to verify medicine quality and support national antimicrobial resistance (AMR) monitoring efforts.

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Role Summary

As a Call Center Representative, you will serve as the primary contact point for users of the Com-WATCH platform. Your role will involve guiding users, resolving inquiries, ensuring accurate documentation, and escalating issues when necessary to maintain smooth system operations.

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Key Responsibilities

• Handle inbound and outbound calls in a professional and efficient manner
• Assist users in navigating platform features, including verification tools, stock management systems, and chatbot services
• Provide accurate responses using approved knowledge resources
• Record all user interactions in the CRM system within two hours
• Escalate urgent technical or operational issues within one hour
• Conduct follow-up calls to confirm issue resolution and gather additional information
• Participate in weekly team reviews and feedback sessions
• Prepare monthly reports highlighting trends, insights, and challenges
• Perform quality checks on recorded calls
• Attend training sessions and assist in testing new platform features

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Candidate Requirements

• Bachelor’s degree in Public Health, Pharmacy, Nursing, Social Sciences, Communications, or a related field
  (HND/ND/NCE holders with relevant experience may also be considered)
• At least one (1) year of experience in call center operations, customer support, or community engagement
• Strong communication and interpersonal skills, with a focus on empathy and active listening
• Familiarity with CRM tools and structured data entry

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Language Requirements

• Kano Role: Fluency in Hausa and Fulani, plus Pidgin English
• Abuja Role: Fluency in Igbo and Yoruba, plus Pidgin English
• All Candidates: Strong spoken and written English proficiency

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Contract Duration

This consultancy will run until December 31, 2026, starting with an initial six-week engagement from May 2026. Contract renewal will depend on performance and funding availability.

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How to Apply

Interested candidates should apply via the official careers page:
🔗 https://ehealthafrica.org/careers/

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Equal Opportunity Statement

eHealth Africa is committed to diversity, inclusion, and gender equality. Applications are welcome from all qualified individuals regardless of gender, ethnicity, disability, or religious background.