Multilingual Call Centre Agent (Portuguese Speaking)

About the role

A leading risk advisory and insurance brokerage firm, represented by Stratostaff East Africa, is hiring multilingual contact centre agents in Nairobi. The agent is a key touchpoint for clients, handling inquiries, service requests and complaints while maintaining excellent customer service. The position is office-based and reports to the Customer Service Team, Clinical Specialists and Operations Management.

Key responsibilities

• Provide professional customer service across multiple communication channels
• Answer client questions, resolve complaints and give accurate information on services and policies
• Manage inbound and outbound calls and digital engagements in a fast-paced environment
• Apply clinical knowledge where applicable to support medical-related inquiries, triage or healthcare claims handling
• Escalate complex issues or clinical queries to the right internal teams
• Maintain accurate records of interactions, logs and case histories in the contact centre database
• Follow company protocols, operational guidelines and service level agreements
• Take part in continuous training on products, languages and service standards

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 setting in insurance, healthcare, telecommunications or a related sector
• Working proficiency in Kiswahili, English, French, German, Spanish, Mandarin, Arabic or Portuguese
• Clinical background in nursing or clinical medicine is a distinct advantage
• Experience with diverse customers and professional inquiry handling; understanding of insurance policies or medical claims is highly desirable

Required skills

• Contact centre systems, CRM software or ticketing platforms (an added advantage)
• Multilingual communication, problem-solving, cultural intelligence and resilience