Call Centre Agents - Kiswahili Speaking

Role Overview

As a Multilingual Contact Centre Agent, you will be the first voice clients hear when they reach out for support, handling questions, service requests, and concerns across phone, email, and chat in several languages. Your daily focus is on delivering clear, empathetic, and efficient assistance while keeping accurate records of every interaction in the company’s tracking systems. This role sits at the heart of client experience, directly shaping customer satisfaction and helping the organisation maintain trusted, long-term relationships across diverse markets.

Key Responsibilities

• Respond to customer inquiries and service requests professionally over inbound and outbound calls, email, and live chat, ensuring each client feels heard and valued.
• Identify the root cause of customer concerns, offer accurate solutions, and follow up appropriately to ensure issues are fully resolved.
• Explain policies, procedures, and product details clearly in the customer’s preferred language, adapting your tone and approach to suit different cultural expectations.
• Handle healthcare-related calls by applying relevant clinical knowledge to triage concerns, provide basic guidance, and flag urgent matters for specialised teams.
• Recognise complex or high-risk issues and escalate them promptly to supervisors, medical professionals, or other internal departments for further action.
• Document every customer interaction accurately in the CRM or ticketing system, including case notes, outcomes, and any follow-up actions required.
• Meet key performance targets such as response times, resolution rates, and customer satisfaction scores while maintaining quality standards.
• Participate in ongoing training sessions to keep your product knowledge current, refine your language skills, and stay aligned with updated service protocols.

Requirements & Qualifications

• A diploma or bachelor’s degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration, or a related field.
• One to three years of hands-on experience in a call centre or contact centre environment, ideally within insurance, healthcare, telecommunications, or another client-facing service industry.
• Professional working proficiency in at least two of the following languages: English, Kiswahili, French, German, Spanish, Mandarin, Arabic, or Portuguese.
• Excellent verbal and written communication skills, with the ability to remain clear, composed, and courteous during high-volume or stressful periods.
• A clinical background in nursing or clinical medicine is a strong advantage, particularly for handling medical triage or claims-related queries.
• Familiarity with contact centre platforms, CRM software, or ticket management systems is preferred.
• Sound understanding of insurance policies, medical claims processes, risk advisory principles, or healthcare service delivery is highly desirable.
• Strong problem-solving abilities, cultural sensitivity, and the resilience to adapt quickly to changing customer needs and operational demands.