French-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 French-speaking Call Centre / Contact Centre Agent based in Nairobi. The agent provides multilingual support to clients and patients, including French-speaking customers across Africa, handling enquiries, service requests and complaints in French.

Key responsibilities

• Provide professional customer service by telephone, email and digital channels in English and French.
• 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 French where needed.
• Support medical-related enquiries, triage and healthcare claims handling where applicable.
• 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 French and confidence communicating with native French speakers.
• Strong spoken and written English and French.
• 1-3 years of 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 and understanding of insurance or medical claims are highly desirable.