Multilingual Call Centre Agent

About the role

A leading risk advisory and insurance brokerage firm, represented by its recruiter Stratostaff East Africa, is looking for multilingual contact centre agents in Nairobi. The agent is a key touchpoint for clients, handling inquiries, service requests and complaints while delivering excellent service in a fast-paced environment.

Key responsibilities

• Provide professional customer service across multiple channels in Kiswahili, English, French, German, Spanish, Mandarin, Arabic or Portuguese.
• 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, and escalate complex issues to internal teams.
• Maintain accurate records of interactions, logs and case histories in the contact centre database.
• Follow communication protocols, operational guidelines and service level agreements, and take part in continuous training.

Required profile

• Diploma or Bachelor's degree in Human Resources, 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 one of the listed languages; applicants should state foreign languages on their CV.
• Clinical background in nursing or clinical medicine is an advantage; experience with diverse customers and contact centre systems, CRM or ticketing tools is also an advantage.