Call Centre Agent

Role Overview

You will be the primary Spanish-language voice for clients and patients who rely on clear, accurate communication when navigating healthcare, insurance, or service-related enquiries. Working within a busy contact centre, you will handle inbound and outbound interactions across multiple channels, resolve concerns, and ensure every Spanish-speaking customer feels understood and valued. Your ability to switch smoothly between English and Spanish while applying clinical or industry knowledge will directly support customer satisfaction and operational efficiency.

Key Responsibilities

• Manage customer interactions by phone, email, and digital channels, delivering consistent, professional support in both Spanish and English.
• Serve as the dedicated point of contact for Spanish-speaking clients and patients, ensuring their enquiries are fully understood and accurately resolved.
• Handle a high volume of inbound and outbound calls, processing service requests, answering policy or process questions, and following up on cases as needed.
• Diagnose customer concerns, de-escalate complaints, and provide clear explanations of services, procedures, and relevant policies without unnecessary jargon.
• Translate or interpret customer information between English and Spanish during live conversations or written correspondence to bridge communication gaps.
• Apply cultural awareness when engaging customers from varied Spanish-speaking backgrounds, adapting tone and approach to suit each individual.
• Use clinical knowledge where applicable to support medical enquiries, assist with triage, or handle specialised healthcare claims with accuracy.
• Document every interaction thoroughly in the CRM or contact centre system, maintaining precise records of case histories, resolutions, and follow-up actions.
• Escalate complex medical, insurance, or technical issues to internal specialists while ensuring the customer remains informed throughout the process.
• Comply with service level agreements, confidentiality standards, and internal communication protocols at all times.

Requirements & Qualifications

• Diploma or Bachelor's degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration, or a closely related field.
• Kenyan nationality with working proficiency in Spanish sufficient to communicate naturally and confidently with native Spanish speakers.
• Demonstrated ability to handle professional conversations in both Spanish and English, with strong written and verbal skills in each language.
• Minimum of 1–3 years of experience in a call centre, customer service, or contact centre environment, ideally within insurance, healthcare, telecommunications, or a comparable service sector.
• Proven track record of dealing with diverse customer groups and resolving enquiries or complaints professionally.
• Experience with contact centre systems, CRM platforms, or ticketing tools is an added advantage.
• A clinical background in nursing or clinical medicine is a plus, as is familiarity with medical claims, healthcare service delivery, or risk advisory.
• Strong problem-solving ability, resilience under pressure, and a customer-first mindset with high attention to detail.
• When applying, clearly state your Spanish proficiency level and describe your practical experience using Spanish in a professional setting.