Mandarin-Speaking Call Centre Agent

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 organisation is seeking a customer-focused Mandarin-Speaking Call Centre / Contact Centre Agent to deliver exceptional multilingual support to clients and patients, including Mandarin-speaking customers.

Role Purpose

To deliver high-quality customer service and support to clients through professional communication in Mandarin. The Mandarin-Speaking Agent will serve as a key point of contact for Mandarin-speaking clients and patients, managing enquiries, handling service requests, resolving complaints, and providing accurate information in a clear and culturally appropriate manner.

The successful candidate must be a Kenyan national with strong working proficiency in Mandarin and the ability to communicate confidently and naturally with native Mandarin speakers, both verbally and in writing.

Duties and Responsibilities

• Provide professional customer service across telephone, email, digital and other communication channels in English and Mandarin.
  
• Communicate confidently with Mandarin-speaking clients and patients, including individuals whose primary language is Mandarin.
  
• Handle inbound and outbound calls, enquiries and service requests efficiently in a fast-paced contact centre environment.
  
• Address customer enquiries, resolve complaints and provide accurate information regarding services, policies and processes.
  
• Translate or explain relevant customer information between English and Mandarin where required to facilitate effective communication.
  
• Demonstrate appropriate cultural awareness when engaging Mandarin-speaking customers from diverse backgrounds.
  
• Apply clinical knowledge where applicable to support medical-related enquiries, triage or specialised healthcare claims handling.
  
• Escalate complex service, insurance, medical or clinical queries to the relevant internal teams.
  
• Maintain accurate records of client interactions, case histories, enquiries and resolutions within the contact centre or CRM system.
  
• Adhere to established communication protocols, operational procedures and service level agreements.
  
• Maintain a high standard of professionalism, confidentiality and customer care when handling sensitive client information.
  
• Participate in continuous training to remain updated on products, services, policies, systems and customer service standards.
  

Key Competencies

• Communication
  
• Customer Centricity
  
• Problem-Solving
  
• Cultural Intelligence
  
• Clinical Assessment
  
• Resilience & Adaptability
  

Requirements

Diploma or Bachelor's degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration or a related field.
Kenyan national with working proficiency in Mandarin.
Ability to communicate confidently with native Mandarin speakers in a professional customer service environment.
Strong spoken and written English and Mandarin communication skills.
Minimum of 1–3 years' experience in a call centre, customer service or contact centre environment, preferably within insurance, healthcare, telecommunications or a related service sector.
Demonstrated experience engaging diverse customer groups and handling customer enquiries professionally.
Experience using contact centre systems, CRM software or ticketing platforms is an added advantage.
A clinical background in nursing or clinical medicine is an advantage.
Understanding of insurance, medical claims, healthcare service delivery or risk advisory is highly desirable.
Candidates should clearly indicate their Mandarin proficiency level and experience using the language on their CV.