Kiswahili Speaking Call Centre Agents

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 role is office-based and sits within the Customer Service Team, alongside Clinical Specialists and Operations Management.

Key responsibilities

• Provide professional customer service across multiple communication channels.
• Address client inquiries, resolve complaints and give accurate information on services and policies.
• Manage inbound and outbound calls and digital engagements efficiently.
• Apply clinical knowledge where applicable to support medical-related inquiries, triage or healthcare claims handling.
• Escalate complex issues or clinical queries to the relevant 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, 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.
• 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; understanding of insurance policies or medical claims is highly desirable.

Required skills

• Experience engaging diverse customers and handling client inquiries professionally.
• Experience with contact centre systems, CRM software or ticketing platforms is an added advantage.
• Key competencies: multilingual communication, customer centricity, problem-solving, cultural intelligence, resilience and adaptability.