Multilingual Call Centre Agent (Kiswahili)

About the role

We are looking for dynamic, multilingual Call Centre Agents who are fluent in Kiswahili to join our Nairobi office. You will be the primary point of contact for clients, handling inquiries, service requests and providing accurate information across multiple channels.

Key responsibilities

• Deliver professional customer service via phone, email and chat.
• Resolve client inquiries, complaints and provide clear information on policies and services.
• Manage inbound and outbound calls efficiently in a fast‑paced environment.
• Apply clinical knowledge where required to support medical‑related queries.
• Escalate complex or clinical issues to the appropriate internal teams.
• Maintain accurate records of interactions, logs and case histories in the contact centre database.
• Follow company communication protocols, operational guidelines and service level agreements.

Required profile

• Diploma or Bachelor’s degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration or related field.
• 1–3 years of experience in a call centre or customer service environment, preferably in insurance, healthcare or telecommunications.
• Fluency in Kiswahili and English; additional languages such as French, German, Spanish, Mandarin, Arabic or Portuguese are a plus.
• Clinical background in nursing or medicine is advantageous.

Required skills

• Proficiency with CRM software.
• Experience using contact centre systems.
• Familiarity with ticketing platforms.