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Client Support Service Call Operator

Date Posted: Mar 01, 2021

Job Description

Lighthouse Trust is a registered Public Trust established to manage Centres of Excellence (CoEs) and provide leverage for leadership and delivery of integrated HIV prevention, treatment, care, and support services in Malawi.

Lighthouse has been involved in the development of locally applicable HIV care and treatment models. It is strategically positioned in Malawi’s national HIV response due to its close collaboration with the Ministry of Health (MoH).

The Lighthouse in close coordination with MoH provides integrated services at Kamuzu Central Hospital, Bwaila Hospital and some health facilities in urban and rural areas in Lilongwe, Queen Elizabeth Central Hospital in Blantyre, Zomba Central Hospital and District Support Program (DSP) for Northern region districts including Ntchisi district. Its strategic approach focus on client-centred care based on four goals which are:

Goal 1: Service delivery: to enhance high-quality, integrated HIV Prevention, treatment, care and support services for adults and children

Goal 2: Model interventions and operations research: to develop, pilot, evaluate, and disseminate innovative programs and policies across the continuum of prevention, treatment, care and support for HIV infection and its co-morbidities, both infectious and non-infectious.

Goal 3: Quality management: to ensure that all patients at LH clinics and all supported sites are receiving quality health care and services as recommended the MOH and other health development partners by

utilizing quality improvement (QI) methodologies in a multidisciplinary team approach.

Goal 4: Capacity strengthening: to build and strengthen healthcare capacity for high quality HIV prevention, treatment, care and support services Lighthouse Trust, with support from the United States of America President’s Plan for AIDS Relief (PEPFAR) through a Cooperative Agreement with Centres for Disease Control and Prevention (CDC), has two grants to operate Centers of Excellence for Comprehensive Integrated HIV Care and Treatment Services in Lilongwe (Grant #NU2GGH002131) and also to achieve HIV Epidemic Control through scaling up of Quality Testing, Care and Treatment in sites outside Lilongwe (Grant # NU2GGH002003).

Through these grants Lighthouse wishes to recruit highly qualified and experienced persons to fill the following position in order to achieve the above mentioned goals:


Position Title : Client Support Service Call Operator (Quote Ref #: CSSCO 1)

Reports to : Public Relations Officer

Team : Client Support Service

Location : Lighthouse Trust, Lilongwe

Purpose of the Position

The Client Support Service Call Operators will provide a range of over-the-phone (OTP) services among which include answering customers’ questions and addressing their complaints, as well as providing guidance for certain Lighthouse integrated HIV services.

Responsibilities (which include, but are not limited to):

  •  Assist clients in resolving issues with provided services.
  •  Interview clients during telephone calls to obtain information useful in providing effective solutions
  •  Maintain records of inquiries or complaints as well as logs of interaction with clients
  • Manage inbound calls to ensure effective and timely resolution of client issues
  •  Inspect work equipment to verify they are in good working order, then also notify technicians in case of a malfunction
  •  Calm angry or frustrated clients/patients and ensure their challenges or issues are addressed properly
  •  Go the extra mile to build and maintain positive trust relationship with clients
  •  Escalate complex issues to designated departments for proper resolution.
Essential Academic Qualifications

  •  MSCE required and
  •  Certificate in HIV Management or equivalent

Experience, Skills and Competencies
  •  Strong problem solving and critical thinking skills
  •  Able to operate computer and IT equipment such as switchboards, headset etc.
  •  Fluency in both Chichewa and English
  •  Strong interpersonal communication skills: verbal, written, as well as listening
  •  Excellent organizational skills
  •  Demonstrable customer service skills
  •  Experience as Receptionist is an added advantage.

Application Procedure

Eligible candidates meeting the required qualifications and experience should send applications with cover letter, detailed Curriculum Vitae (CV), copies of Certificates, names, addresses and telephone numbers of three traceable referees. Please clearly quote the reference number on the outside of the envelope.

Applications should be received not later than 5th March, 2021 to the following address:

The Executive Director

Lighthouse Trust

Kamuzu Central Hospital

P O BOX 106


Or email to:

NOTE: Those currently employed by the Government are not eligible to apply for any position above.

Only those shortlisted candidates will be communicated

Skills Required

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  • Type
    Full Time
  • Positions
  • Apply Before
    06 Mar, 2021

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