ROLE PURPOSE

To deliver high-quality, multilingual customer service and support within the contact center operations. The Multilingual Call Centre / Contact Centre Agent serves as a key touchpoint for clients, managing inquiries, handling service requests, and ensuring an outstanding customer experience. This role requires strong communication skills, cultural adaptability, and a proactive approach to resolving client needs.

DUTIES AND RESPONSIBILITIES

• Provide professional customer service across multiple communication channels.
• Address client inquiries, resolve complaints, and provide accurate information regarding services and policies.
• Maintain strong verbal and written communication standards to ensure positive client interactions.
• Manage inbound and outbound calls and digital engagements efficiently in a fast-paced environment.
• Apply clinical knowledge where applicable to support medical-related inquiries, triage, or specialized healthcare claims handling.
• Escalate complex issues or clinical queries to relevant internal teams for prompt resolution.
• Maintain accurate records of client interactions, logs, and case histories within the contact centre database.
• Adhere to company communication protocols, operational guidelines, and service level agreements.
• Participate in continuous training to stay updated on product offerings, language requirements, and service standards.

QUALIFICATIONS & EXPERIENCE

• Diploma or Bachelor's degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration, or a related field.
• Minimum of 1–3 years' experience in a call centre, customer service, or contact centre environment within insurance, healthcare, telecommunications, or related service sectors.
• Working proficiency in Kiswahili, English, French, German, Spanish, Mandarin, Arabic, or Portuguese.
• A clinical background in nursing or clinical medicine is a distinct advantage.
• Demonstrated experience engaging diverse customer bases and managing client inquiries professionally.
• Experience using contact centre systems, CRM software, or ticketing platforms is an added advantage.
• Understanding of risk advisory, insurance policies, medical claims, or healthcare service delivery is highly desirable.

KEY COMPETENCIES

• Multilingual Communication
• Customer Centricity
• Problem-Solving
• Cultural Intelligence
• Clinical Assessment (Advantage)
• Resilience & Adaptability

• Provide professional customer service across multiple communication channels.
• Address client inquiries, resolve complaints, and provide accurate information regarding services and policies.
• Maintain strong verbal and written communication standards to ensure positive client interactions.
• Manage inbound and outbound calls and digital engagements efficiently in a fast-paced environment.
• Apply clinical knowledge where applicable to support medical-related inquiries, triage, or specialized healthcare claims handling.
• Escalate complex issues or clinical queries to relevant internal teams for prompt resolution.
• Maintain accurate records of client interactions, logs, and case histories within the contact centre database.
• Adhere to company communication protocols, operational guidelines, and service level agreements.
• Participate in continuous training to stay updated on product offerings, language requirements, and service standards.

• Multilingual Communication
• Customer Centricity
• Problem-Solving
• Cultural Intelligence
• Clinical Assessment (Advantage)
• Resilience & Adaptability

• Diploma or Bachelor's degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration, or a related field.
• Minimum of 1–3 years' experience in a call centre, customer service, or contact centre environment within insurance, healthcare, telecommunications, or related service sectors.
• Working proficiency in Kiswahili, English, French, German, Spanish, Mandarin, Arabic, or Portuguese.
• A clinical background in nursing or clinical medicine is a distinct advantage.
• Demonstrated experience engaging diverse customer bases and managing client inquiries professionally.
• Experience using contact centre systems, CRM software, or ticketing platforms is an added advantage.
• Understanding of risk advisory, insurance policies, medical claims, or healthcare service delivery is highly desirable.