Pigia Penda Representative (Call Center)

About the role

Pigia Penda is the official Penda Health call center platform handling telemedicine and general customer requests virtually. Call center representatives handle incoming calls and chats from patients, resolve issues, escalate concerns when needed and follow up with patients after treatment, keeping interactions efficient, supportive and responsive.

Key responsibilities

• Handle incoming chats on Chat na Penda, focusing on lead generation for telemedicine
• Answer all incoming calls professionally and resolve caller issues quickly with accurate information
• Handle follow-up calls for assigned patients and escalate to a provider when appropriate
• Assign paid teleconsultations to medical providers in sequence and follow up until they are attended to
• Ensure first-time resolution and adequate information for patients calling or chatting
• Respond to enquiries on Chat na Penda and transfer or escalate medical-related chats (e.g., lab and prescription requests) to providers within the stated turnaround time
• Follow the guidelines and SOPs, redirect calls to the right departments and gather complete information
• Coordinate inquiries and patient information between Pigia Penda and the medical centers, and help providers coordinate drug delivery
• Keep proper documentation in call forms and EMR, attend internal and external training, and carry out extra tasks assigned by the manager

Required profile

• Diploma in Customer Service or another related field
• 2 years of relevant experience, including in a call center or customer service setting
• Fluent in Swahili and English
• Team player who works well with colleagues and follows the company's vision and values

Required skills

• Basic computer skills
• Typing speed above 40 wpm