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Stratostaff
Call Centre Agent - Spanish-Speaking at Stratostaff
Nairobi, NairobiKenyaFull TimeMid-Senior Level
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Role Purpose
To deliver high-quality customer service and support to clients through professional communication in English and Spanish. The Spanish-Speaking Agent will serve as a key point of contact for Spanish-speaking clients and patients, managing enquiries, handling service requests, resolving complaints and providing accurate information in a clear, professional and culturally appropriate manner.
The successful candidate must be a Kenyan national with strong working proficiency in Spanish and the ability to communicate confidently and naturally with native Spanish speakers in a professional customer service environment.
Duties and Responsibilities
Provide professional customer service across telephone, email, digital and other communication channels in English and Spanish.
Communicate confidently with Spanish-speaking clients and patients, including individuals whose primary language is Spanish.
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 Spanish where required to facilitate effective communication.
Demonstrate appropriate cultural awareness when engaging Spanish-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
Qualifications & Experience
Diploma or Bachelor's degree in Mass Communication, Public Relations, Linguistics, Healthcare, Business Administration or a related field.
Kenyan national with working proficiency in Spanish.
Ability to communicate confidently with native Spanish speakers in a professional customer service environment.
Strong spoken and written English and Spanish 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 Spanish proficiency level and experience using the language on their CV.