Latest Recruitment at Stratostaff

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 in Kiswahili, English, French, German, Spanish, Mandarin, Arabic, or Portuguese.
• 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 Human Resources, 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.

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Key Responsibilities

• Being the entry point for customer phone calls to the client, receiving phone calls promptly, professionally and politely in line with client’s standards.
• Ensuring a customer-centric focus approach at the reception. Greeting and welcoming customers immediately they approach the reception, answering and addressing their queries professionally.
• Managing and recording petty cash and submitting it to finance for replenishment on a timely basis.
• Supporting the HR department in the organization of office events, and conferences, including sourcing for service providers and venues.
• Ensuring the confidentiality and security of files and filing systems.
• Maintaining safety and hygiene standards of the office in coordination with the office cleaners, the security guard and the office assistant.
• Recording the central registry book and coordinating the dispatch of files and packages in liaison with courier services.
• Order office supplies and kitchen supplies and keep an inventory of the same.
• Update calendars and organize the meeting rooms in preparation for scheduled meetings.
• Organize airport transfers and coordinate the movement and itinerary of visiting client staff from other agencies in liaison with the drivers.
• Keep updated records of office expenses and costs.
• Carry out any other responsibilities as assigned by the supervisor

Requirements

• Proven work experience as a Receptionist, Front Office Representative or similar role.
• A diploma or degree in any
• Proficiency in Microsoft Office Suite
• Hands-on experience with office equipment (e.g. shredders, photocopiers and printers)
• Professional attitude and appearance
• Solid written and verbal communication skills
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Multitasking and time-management skills, with the ability to prioritize tasks.
• Customer service attitude