Mandarin-Speaking Call Centre Agent

Role Overview

You will be the frontline contact for Mandarin-speaking clients and patients, managing their questions, requests, and concerns across phone, email, and digital channels. Your work ensures that every interaction is handled with clarity, empathy, and cultural sensitivity, while also supporting medical or insurance-related enquiries by applying clinical knowledge where appropriate. This role is central to maintaining trust and satisfaction among Mandarin-speaking customers who rely on accurate information and responsive service.

Key Responsibilities

• Respond to customer enquiries and manage service requests in both Mandarin and English through calls, emails, and digital platforms, keeping in mind the fast pace of the contact centre.
• Converse naturally and professionally with native Mandarin speakers, adapting your tone and wording to suit each customer’s background and needs.
• Resolve complaints and clarify policies, procedures, and service details so customers leave with a clear understanding of their situation.
• Translate or re-explain information between English and Mandarin whenever needed to bridge communication gaps between customers and internal teams.
• Use clinical knowledge to support healthcare-related questions, triage enquiries, or assist with medical claims handling when required.
• Escalate complex insurance, medical, or technical issues to the appropriate departments, ensuring a smooth handover and complete context.
• Log every interaction accurately in the CRM or contact centre system, including case notes, resolution steps, and customer history.
• Keep up to date with product, service, and policy changes through ongoing training, and apply this knowledge to everyday customer conversations.

Requirements & Qualifications

• A diploma or bachelor’s degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration, or a related discipline.
• Must be a Kenyan national with working proficiency in Mandarin, able to communicate confidently and naturally with native Mandarin speakers in both spoken and written forms.
• Strong command of both English and Mandarin, with the ability to shift between languages seamlessly in a professional setting.
• At least 1–3 years of experience in a call centre, contact centre, or customer service environment, preferably within insurance, healthcare, telecommunications, or a similar service-oriented sector.
• Demonstrated skill in serving diverse customer groups and handling enquiries with patience, professionalism, and accuracy.
• Familiarity with CRM software, ticketing systems, or contact centre platforms is an advantage.
• A clinical background in nursing or clinical medicine is a plus, as is knowledge of insurance, medical claims, healthcare delivery, or risk advisory.
• Candidates must state their Mandarin proficiency level and describe their practical experience using the language in their CV.