Call centre Agents - Arab Speaking

Role Overview

You will be the first point of contact for clients reaching out across multiple channels, providing support in several languages while handling service requests that range from general policy questions to more sensitive health-related matters. Each day involves balancing inbound and outbound interactions, accurately logging every engagement, and collaborating with internal teams to ensure complex or medical issues reach the right specialist without delay. Your ability to stay composed under pressure and communicate clearly directly shapes how clients perceive the company's reliability and care.

Key Responsibilities

• Handle customer interactions over phone, email, and live chat in the required languages, ensuring every client feels heard and valued.
• Respond to questions about coverage, eligibility, service terms, and routine procedures, giving correct and up-to-date information.
• Use clinical knowledge when applicable to triage healthcare-related inquiries, recognise urgent situations, and route them to the appropriate clinical or claims teams.
• Maintain complete and accurate records of each interaction, including call notes, case updates, and resolution steps, within the CRM or ticketing system.
• Follow work schedules and service level agreements to keep response times consistent and meet individual and team performance goals.
• Identify recurring customer concerns and share observations with supervisors to support service improvements and reduce repeat issues.
• Participate in ongoing training to stay proficient in new products, language expectations, and changes to healthcare or insurance regulations.
• Protect client privacy and adhere to confidentiality guidelines while managing sensitive personal or medical information.

Requirements & Qualifications

• Diploma or Bachelor's degree in communication, public relations, linguistics, healthcare, business administration, or another relevant field.
• At least 1–3 years of experience in a call centre, customer service, or contact centre environment, ideally within insurance, healthcare, or telecommunications.
• Strong working proficiency in English and one or more of the following languages: Kiswahili, French, German, Spanish, Mandarin, Arabic, or Portuguese.
• A nursing or clinical medicine background is a significant advantage and may be preferred for certain assignments.
• Proven ability to engage with diverse clients professionally and manage difficult conversations with patience and empathy.
• Familiarity with contact centre platforms, CRM tools, or customer ticketing systems is a plus.
• Understanding of risk advisory concepts, insurance policies, medical claims processes, or healthcare service delivery is highly desirable.
• Capacity to adapt quickly to shifting priorities, new information, and high-volume periods without compromising service quality.