Call Centre Agent - Human-Wildlife Conflict Management System

About the role

Pula is recruiting a Call Centre Agent for the Human-Wildlife Conflict Management System (HWCMS), operating within the National Command Centre. The agent manages all communication traffic for the nationwide Human-Wildlife Conflict Compensation Scheme, acting as the main intake link between affected citizens, field officers, local administration and scheme managers. The role involves citizen engagement, real-time First Notification of Loss (FNOL) data entry, data quality control and support desk operations, and is an on-site position in Nairobi.

Key responsibilities

• Receive and log inbound incident reports via the 24/7 toll-free hotline from citizens, Chiefs, Assistant Chiefs, Ward Officers and field teams across all 47 counties, working a rostered shift basis
• Enter complete, structured datasets (claimant consent, conflict category, location, next-of-kin, payment details) into the HWCMS/KWiCARE platform, generating Case IDs and security PINs/OTPs
• Check data quality in real time against Standard Operating Procedures and support claimants and field personnel with clear communication
• Escalate urgent and sensitive claims (human death or severe injury) immediately, alerting the Project Assistant, County Liaison Officers, Regional Officers and KWS emergency response units
• Track claims on the central dashboard, explain eligibility and required documents, and log complaints, feedback and appeals
• Identify trends and bottlenecks, report daily, weekly and ad-hoc, and suggest process improvements
• Help draft call protocols and training materials, and monitor social media queries

Required profile

• Degree or Higher Diploma in Communication, Customer Relationship Management, Social Sciences or a related field
• Minimum 3 years in a call centre, support desk, NGO hotline or crisis response environment
• Full fluency in written and spoken English and Kiswahili; knowledge of a local language spoken in high-conflict conservation zones is an advantage
• Ability to work flexible rostered shifts, including 24/7 coverage

Required skills

• Proficiency in telephony systems, CRM platforms, USSD interfaces and mobile/web data collection software
• Office suites, database navigation and rapid data entry
• Data protection compliance (Data Protection Act) and confidentiality

The application is handled through the recruiter's online form.