Call Centre Agent - French-Speaking

Role Overview

This position places you at the frontline of a multilingual support operation, acting as the primary bridge between the company and its French-speaking clients and patients. Your day-to-day work involves fielding inquiries across phone, email, and digital channels, diagnosing concerns, and delivering clear, accurate resolutions — often with a healthcare or insurance dimension. Beyond resolving individual cases, your role helps the organisation build trust and satisfaction among a diverse, French-speaking audience, making your ability to communicate naturally and professionally in French essential to the team’s success.

Key Responsibilities

• Respond to inbound and outbound communications in both French and English, covering phone calls, emails, and digital platforms with equal clarity and professionalism.
• Serve as the dedicated point of contact for French-speaking clients and patients, ensuring their questions about services, policies, and procedures are fully understood and addressed.
• Identify, investigate, and resolve customer concerns in a fast-paced contact centre environment, balancing speed with accuracy and empathy.
• Translate and explain key information between English and French during live conversations, ensuring no nuance is lost for non-native speakers.
• Apply healthcare or clinical knowledge when relevant to triage medical inquiries, support claims handling, or route specialised requests to the correct internal team.
• Escalate complex insurance, medical, or service issues promptly, providing the receiving team with complete and actionable context.
• Document every interaction, case detail, and resolution in the CRM system, maintaining accurate and confidential records throughout the customer journey.
• Follow established communication protocols and service level agreements, while actively participating in ongoing training to stay current on products and policies.

Requirements & Qualifications

• Kenyan nationality with strong working proficiency in French, including the confidence and cultural sensitivity to engage native French speakers in a professional setting.
• Diploma or bachelor’s degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration, or a closely related field.
• Excellent written and spoken communication in both French and English, with clear articulation and active listening skills.
• At least one to three years of experience in a call centre, contact centre, or customer service environment, ideally within insurance, healthcare, telecommunications, or a comparable service-driven industry.
• Proven ability to handle diverse customer groups, manage challenging conversations, and resolve complaints with professionalism and composure.
• Hands-on experience with contact centre platforms, CRM software, or ticketing systems is considered an asset.
• A clinical background in nursing or clinical medicine is advantageous, as is familiarity with medical claims, healthcare delivery, or risk advisory concepts.
• Candidates must clearly state their French proficiency level and describe where and how they have used the language professionally on their CV.