Call Centre Agents - Portuguese Speaking

Job Title: Contact Centre Agents - Portuguese 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 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.

Requirements

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