Multilingual Call Centre Agent (French & English)

About the role

Q-Sourcing, a manpower management solutions firm operating in the East African region, is recruiting a competent, skilled and experienced multilingual CEC agent to work in Nairobi on behalf of its client. The role delivers efficient call centre support by managing customer leads and inquiries across several channels, ensuring timely follow-up, accurate reporting and effective country championing.

Key responsibilities

• Handle daily inbound and outbound leads, update responses on the leads tracker and send SMS updates to customers with requested details.
• Answer WhatsApp inquiries, share product and service information and follow up on leads to support conversion into sales; escalate leads requiring handling by Sales Associates.
• Serve as Country Champion for Rwanda, Madagascar and French-speaking countries, attending country-specific meetings and giving updates.
• Conduct surveys such as the Customer Database Survey and the Masons Survey, following approved scripts and documenting responses accurately.
• Prepare survey reports and present findings to management, and submit quarterly progress reports.
• Attend monthly report meetings and perform other duties assigned by the supervisor.

Required profile

• Fluent in spoken and written French and English.
• At least 1-2 years of experience in a call centre or customer service role.
• Strong verbal and written communication and interpersonal skills.
• Added advantage: spoken Kinyarwanda.

Required skills

• Proficiency in CRM tools for lead tracking and reporting.
• Highly skilled use of Google Workspace (Docs, Sheets, Presentations) for reporting, documentation and collaboration.
• Attention to detail and ability to manage multiple tasks.

The salary range is KES 45,000 to KES 51,000 gross per month. Only shortlisted applicants will be contacted.