Role Purpose

To deliver high-quality customer service and support to clients through professional communication in Mandarin. The Mandarin-Speaking Agent will serve as a key point of contact for Mandarin-speaking clients and patients, managing enquiries, handling service requests, resolving complaints, and providing accurate information in a clear and culturally appropriate manner.

The successful candidate must be a Kenyan national with strong working proficiency in Mandarin and the ability to communicate confidently and naturally with native Mandarin speakers, both verbally and in writing.

Duties and Responsibilities

• Provide professional customer service across telephone, email, digital and other communication channels in English and Mandarin.
• Communicate confidently with Mandarin-speaking clients and patients, including individuals whose primary language is Mandarin.
• Handle inbound and outbound calls, enquiries and service requests efficiently in a fast-paced contact centre environment.
• Address customer enquiries, resolve complaints and provide accurate information regarding services, policies and processes.
• Translate or explain relevant customer information between English and Mandarin where required to facilitate effective communication.
• Demonstrate appropriate cultural awareness when engaging Mandarin-speaking customers from diverse backgrounds.
• Apply clinical knowledge where applicable to support medical-related enquiries, triage or specialised healthcare claims handling.
• Escalate complex service, insurance, medical or clinical queries to the relevant internal teams.
• Maintain accurate records of client interactions, case histories, enquiries and resolutions within the contact centre or CRM system.
• Adhere to established communication protocols, operational procedures and service level agreements.
• Maintain a high standard of professionalism, confidentiality and customer care when handling sensitive client information.
• Participate in continuous training to remain updated on products, services, policies, systems and customer service standards.

Key Competencies

• Communication
• Customer Centricity
• Problem-Solving
• Cultural Intelligence
• Clinical Assessment
• Resilience & Adaptability

Requirements

• 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.
• Ability to communicate confidently with native Mandarin speakers in a professional customer service environment.
• Strong spoken and written English and Mandarin communication skills.
• Minimum of 1–3 years' experience in a call centre, customer service or contact centre environment, preferably within insurance, healthcare, telecommunications or a related service sector.
• Demonstrated experience engaging diverse customer groups and handling customer enquiries professionally.
• Experience using contact centre systems, CRM software or ticketing platforms is an added advantage.
• A clinical background in nursing or clinical medicine is an advantage.
• Understanding of insurance, medical claims, healthcare service delivery or risk advisory is highly desirable.
• Candidates should clearly indicate their Mandarin proficiency level and experience using the language on their CV.

• Provide professional customer service across telephone, email, digital and other communication channels in English and Mandarin.
• Communicate confidently with Mandarin-speaking clients and patients, including individuals whose primary language is Mandarin.
• Handle inbound and outbound calls, enquiries and service requests efficiently in a fast-paced contact centre environment.
• Address customer enquiries, resolve complaints and provide accurate information regarding services, policies and processes.
• Translate or explain relevant customer information between English and Mandarin where required to facilitate effective communication.
• Demonstrate appropriate cultural awareness when engaging Mandarin-speaking customers from diverse backgrounds.
• Apply clinical knowledge where applicable to support medical-related enquiries, triage or specialised healthcare claims handling.
• Escalate complex service, insurance, medical or clinical queries to the relevant internal teams.
• Maintain accurate records of client interactions, case histories, enquiries and resolutions within the contact centre or CRM system.
• Adhere to established communication protocols, operational procedures and service level agreements.
• Maintain a high standard of professionalism, confidentiality and customer care when handling sensitive client information.
• Participate in continuous training to remain updated on products, services, policies, systems and customer service standards.

• Communication
• Customer Centricity
• Problem-Solving
• Cultural Intelligence
• Clinical Assessment
• Resilience & Adaptability
• Strong spoken and written English and Mandarin communication skills

• 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.
• Ability to communicate confidently with native Mandarin speakers in a professional customer service environment.
• Strong spoken and written English and Mandarin communication skills.
• Minimum of 1–3 years' experience in a call centre, customer service or contact centre environment, preferably within insurance, healthcare, telecommunications or a related service sector.
• Demonstrated experience engaging diverse customer groups and handling customer enquiries professionally.
• Experience using contact centre systems, CRM software or ticketing platforms is an added advantage.
• A clinical background in nursing or clinical medicine is an advantage.
• Understanding of insurance, medical claims, healthcare service delivery or risk advisory is highly desirable.