Portuguese Speaking Call Centre Agent

About the role

The Contact Centre Agent will provide high‑quality, multilingual customer service for a leading risk advisory and insurance brokerage firm. Working from an office in Nairobi, you will handle inbound and outbound communications, support clients across various channels, and ensure a seamless experience in a fast‑paced environment.

Key responsibilities

• Deliver professional customer service via phone, email and digital platforms.
• Respond to client inquiries, resolve complaints and provide accurate information on services and policies.
• Manage inbound and outbound calls efficiently while maintaining high communication standards.
• Apply clinical knowledge where required to triage medical‑related queries or healthcare claims.
• Escalate complex or clinical issues to internal specialist teams.
• Record all interactions, logs and case histories accurately in the contact‑centre database.
• Follow company communication protocols, operational guidelines and service‑level agreements.
• Participate in ongoing training to stay current on product offerings and language requirements.

Required profile

• Diploma or Bachelor’s degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration or a related field.
• 1–3 years of experience in a call centre, customer service or contact‑centre environment, preferably within insurance, healthcare or telecommunications.
• Working proficiency in Portuguese and at least one other language (e.g., English, Kiswahili, French, German, Spanish, Mandarin, Arabic).
• Clinical background in nursing or medicine is an advantage.

Required skills

• Experience with CRM software.
• Familiarity with contact‑centre systems.
• Use of ticketing platforms for case management.