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Call Centre Agent (Volunteer-Based Position)

Location: Dar es Salaam, Tanzania
Reporting To: National Youth Coordinator
Working With: IT Officer, National Youth Coordinator

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Job Purpose

The Call Centre Agents will operate the call centre by receiving and responding to client inquiries related to:

• Sexual and Reproductive Health (SRH)
• Gender-Based Violence (GBV)
• Other related health and social service needs

The role involves counselling, information provision, referral services, and maintaining accurate records of client interactions.

This is a volunteer-based position, with a subsistence allowance provided to support candidates with a strong spirit of volunteerism.

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Key Duties & Responsibilities

1. Call Handling & Client Support

• Receive and answer incoming client calls
• Provide accurate information and counselling on SRH and GBV issues
• Manage and resolve client complaints professionally
• Route calls to appropriate services or resources

2. Case Management & Escalation

• Identify and escalate complex issues to supervisors or service providers
• Follow up with clients where necessary
• Use software systems to research and resolve client concerns

3. Data Management & Reporting

• Record all call details in line with standard operating procedures (SOPs)
• Prepare and submit daily reports using CRM systems
• Monitor and report trends in client inquiries

4. Coordination & Compliance

• Ensure proper documentation of all client interactions
• Maintain confidentiality and professional standards at all times
• Work closely with supervisors and IT support teams

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Qualifications & Experience

• Minimum Diploma in:
  • Public Health (Nursing, Clinical Management, etc.)
  • Gender Studies
  • Community Development
  • Social Studies or related fields
• At least 1 year of relevant experience
• Must be a resident of Dar es Salaam
• Experience in telesales is an added advantage

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Skills & Competencies

• Fluent in Swahili and English
• Strong communication and listening skills
• Quick learner with a sharp mind
• Ability to work shifts flexibly
• Strong teamwork and interpersonal skills
• Client-focused and service-oriented mindset
• Data entry and basic computer literacy
• Problem-solving and emotional intelligence

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Application Instructions

Applicants must submit:

• Application letter (clearly stating the position applied for)
• Detailed CV

📄 All documents must be combined into one PDF file

📧 Send applications to: applications@umati.or.tz
📌 Email subject: Call Centre Agent Application

🗓 Deadline: 07th May 2026

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Additional Notes

• Only shortlisted candidates will be contacted
• UMATI is an equal opportunity employer
• Women and persons with disabilities are strongly encouraged to apply

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