ROLE PURPOSE
To deliver high-quality, multilingual customer service and support within the contact center operations. The Multilingual Call Centre / Contact Centre Agent serves as a key touchpoint for clients, managing inquiries, handling service requests, and ensuring an outstanding customer experience. This role requires strong communication skills, cultural adaptability, and a proactive approach to resolving client needs.
DUTIES AND RESPONSIBILITIES
- Provide professional customer service across multiple communication channels.
- Address client inquiries, resolve complaints, and provide accurate information regarding services and policies.
- Maintain strong verbal and written communication standards to ensure positive client interactions.
- Manage inbound and outbound calls and digital engagements efficiently in a fast-paced environment.
- Apply clinical knowledge where applicable to support medical-related inquiries, triage, or specialized healthcare claims handling.
- Escalate complex issues or clinical queries to relevant internal teams for prompt resolution.
- Maintain accurate records of client interactions, logs, and case histories within the contact centre database.
- Adhere to company communication protocols, operational guidelines, and service level agreements.
- Participate in continuous training to stay updated on product offerings, language requirements, and service standards.
QUALIFICATIONS & EXPERIENCE
- Diploma or Bachelor's degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration, or a related field.
- Minimum of 1–3 years' experience in a call centre, customer service, or contact centre environment within insurance, healthcare, telecommunications, or related service sectors.
- Working proficiency in Kiswahili, English, French, German, Spanish, Mandarin, Arabic, or Portuguese.
- A clinical background in nursing or clinical medicine is a distinct advantage.
- Demonstrated experience engaging diverse customer bases and managing client inquiries professionally.
- Experience using contact centre systems, CRM software, or ticketing platforms is an added advantage.
- Understanding of risk advisory, insurance policies, medical claims, or healthcare service delivery is highly desirable.
KEY COMPETENCIES
- Multilingual Communication
- Customer Centricity
- Problem-Solving
- Cultural Intelligence
- Clinical Assessment (Advantage)
- Resilience & Adaptability
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