Multilingual Call Centre Agent (Arabic)

About the role

We are looking for Arabic‑speaking agents to join our Nairobi contact centre. The role involves providing high‑quality, multilingual support to clients across insurance, healthcare and risk‑advisory services, ensuring a seamless customer experience.

Key responsibilities

• Handle inbound and outbound calls, as well as digital enquiries, in a fast‑paced environment.
• Provide accurate information on services, policies and clinical matters, and resolve client complaints.
• Maintain professional communication standards in English, Kiswahili and Arabic.
• Record interactions, update case histories and manage tickets in the contact‑centre database.
• Escalate complex or clinical queries to specialised internal teams.
• Participate in ongoing training to stay current on product offerings and service standards.

Required profile

• Diploma or Bachelor’s degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration or related field.
• 1–3 years of experience in a call‑centre or customer‑service role within insurance, healthcare, telecommunications or similar sectors.
• Fluency in Arabic and English; proficiency in Kiswahili is required, additional languages a plus.
• Clinical background in nursing or medicine is an advantage.

Required skills

• Operation of contact‑centre systems.
• Experience with CRM software.
• Familiarity with ticketing platforms.