Spanish-Speaking Call Centre Agent

About the role

A leading risk advisory and insurance brokerage firm, represented by its recruiter Stratostaff East Africa, is looking for a Spanish-speaking Call Centre / Contact Centre Agent in Nairobi. The agent provides multilingual support to clients and patients, acting as a key point of contact for Spanish-speaking people and handling enquiries, service requests and complaints in English and Spanish.

Key responsibilities

• Provide professional customer service by telephone, email and other channels in English and Spanish
• Handle inbound and outbound calls, enquiries and service requests in a fast-paced contact centre
• Resolve complaints and give accurate information on services, policies and processes
• Translate or explain customer information between English and Spanish where needed
• Apply clinical knowledge to support medical enquiries, triage or healthcare claims handling
• Escalate complex service, insurance, medical or clinical queries to internal teams
• Maintain accurate records of interactions and cases in the contact centre or CRM system
• Follow communication protocols, service level agreements and confidentiality rules, and take part in continuous training

Required profile

• Diploma or Bachelor's degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration or a related field
• Kenyan national with working proficiency in Spanish and confidence communicating with native Spanish speakers
• Strong spoken and written English and Spanish
• 1-3 years' experience in a call centre, customer service or contact centre, preferably in insurance, healthcare, telecommunications or a related sector
• Experience with contact centre systems, CRM or ticketing platforms is an added advantage; a clinical background in nursing or clinical medicine and knowledge of insurance, medical claims or risk advisory are highly desirable