Mandarin-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 Mandarin-speaking call centre agent based in Nairobi. The agent provides multilingual support to clients and patients, acting as a key point of contact for Mandarin-speaking customers. The successful candidate must be a Kenyan national with strong working proficiency in Mandarin.

Key responsibilities

• Provide professional customer service by telephone, email and digital channels in English and Mandarin
• 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 Mandarin where needed
• Apply clinical knowledge to support medical enquiries, triage or healthcare claims handling
• Escalate complex queries to the relevant 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
• Take part in continuous training on products, policies and customer service standards

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 Mandarin
• Minimum of 1-3 years' experience in a call centre, customer service or contact centre setting, preferably in insurance, healthcare or telecommunications
• Experience with diverse customers and contact centre systems (CRM, ticketing) is an added advantage; a clinical background and insurance knowledge are highly desirable

Required skills

• Strong spoken and written English and Mandarin
• Communication, problem-solving, cultural intelligence and resilience