Job Title:
Contact Centre Agents - Arab
Speaking

Functional Relationships:
Customer Service Team, Clinical Specialists,
Operations Management, External Clients & Patients

Location:
Office-based - Nairobi, Kenya

COMPANY
INFORMATION

Our client is a leading risk
advisory and insurance brokerage firm. The business delivers tailored risk
management, insurance, and human capital solutions designed to help
organisations and individuals secure their future across the continent.

The firm
partners with companies across diverse sectors to deliver dynamic, high-impact
solutions driven by a commitment to service excellence and innovation. As
operational capabilities expand, the organization is seeking customer-focused
Multilingual Call Centre / Contact Centre Agents to deliver exceptional support
and maintain seamless communication in a fast-paced environment.

ROLE
PURPOSE

To deliver high-quality,
multilingual customer service and support within the contact centre 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.

Requirements

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