17 Call Center jobs in Kenya

**About Cigna**
Let us tell you a little more about us. Cigna exists to improve lives. With our 74,000 employees worldwide who service Cigna, Express Scripts, and other affiliate customers, we aspire to transform health services, making them more affordable and accessible to millions.
We are going through an exciting period of expansion; at the centre of our International division's ambitious growth strategy, we are currently working towards a multi-year effort to implement a consistent digital strategy for the international markets.
**About the job**
Cigna, a leading global health insurer, is experiencing an exciting period. We are looking to recruit an experienced IT Service Analyst in Nairobi. The successful candidate will be a member of the Technology, Engineering, and Operations group.
Reporting to the Service Desk Team leader, you will provide operational support and account administration to the Service Desk team.
The successful candidate will be a high-performing individual who is methodical, inquisitive, and passionate about technology and service.
You will work about 66% from the Cigna office and 34% from home.
**Main duties and responsibilities**
+ Provide technical support to onsite and remote users.
+ Install, configure and support (IMAC) end-user devices.
+ Manage/monitor IT Service Desk Incidents and Service Request via the call management system.
+ Manage User system access for various applications.
+ Identify ways to improve the quality of the service provided and/or the efficiency of the processes within the team.
+ Ensure all incidents are managed following targets set out in SLA.
+ Escalate any issues/ outages to the IT End User Services Team leader.
+ Prioritising and allocating all requests within IT Support teams.
+ Working every 3 weeks on Saturday from 8 AM until 1 PM (from home).
+ Working every 7 weeks (Mon-Fri) from 4 PM until midnight (from home).
**Required Skills**
+ Two years of experience within an IT support team
+ Incident management skills
+ Experience with a call management system
+ Experience with Microsoft Office
+ Windows 11 support and build experience. ( both OS and pc hardware)
+ Active Directory
+ Citrix Support
+ SCCM
+ Exchange account maintenance
+ Networking & patching
**Desirable Skills**
+ ITIL Foundation certified.
+ Microsoft certification.
+ Experience with Service Now.
+ Avaya Telephony
**About You**
+ Communicate clearly and effectively.
+ Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal and written formats.
+ A positive 'can-do' attitude with a strong commitment to customer support.
**Why should you join Cigna?**
You will get to work with a global, truly innovative and flexible Technology division that is growing rapidly due to continued success and massive transformation.
We are constantly investing in, improving and innovating our global technology stack.
You will join a business that truly invests in you as a person. You will be offered the opportunity to progress your knowledge and skills through internal and external training, take secondment to other teams/projects and much more.
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._

We are looking for a customer-focused Customer Service Agent to handle inquiries, resolve issues, and provide excellent support across multiple brands.
br>*Key Responsibilities:*
* Respond promptly and professionally to customer inquiries via email, chat, and social media.
* Resolve order issues, refunds, and product questions.
* Maintain detailed records of customer interactions.
* Collaborate with fulfillment and marketing teams to address customer feedback.
* Strive to exceed customer satisfaction goals.

*Ideal Candidate Profile:*
* Experience in customer support roles, preferably in e-commerce.
* Strong communication and problem-solving skills.
* Ability to manage multiple channels and prioritize tasks.
* Empathy and patience with customers.

*Application Instructions:*
Please share:
* Examples of customer service experience.
* Description of tools or platforms used (Zendesk, Freshdesk, etc.).
* Sample responses or scenarios you have handled.

Our client in the furniture manufacturing industry is looking for a Customer Service Coordinator to join their Operations team.

Key Responsibilities:

Manage overall client communication for processed orders – Act as the main point of contact between the Operations team and clients, ensuring all updates, queries, and concerns are addressed promptly and professionally.

Liaise with Sales, Production, and Supply Chain departments – Work closely with internal teams to ensure smooth order processing and timely delivery, while maintaining alignment with client requirements.

Escalate client issues to relevant departments – Identify and escalate operational or service-related challenges to the right teams for quick and effective resolution.

Oversee order distribution to departments – Ensure all incoming orders are accurately assigned to the correct departments for processing, tracking, and delivery.

Prepare operational reports and dashboards – Compile and analyze operational data to create reports and visual dashboards that support decision-making and performance tracking.

Manage the after-sales department – Oversee after-sales activities to ensure clients receive continuous support, issue resolution, and a positive post-purchase experience.

Update and chair Work-In-Progress (WIP) meetings – Lead regular operational meetings to track progress, address challenges, and align team priorities.

Undertake other assigned duties – Support the operations team and management by taking on additional responsibilities as needed to meet business goals.

Requirements

Qualifications:

Diploma or Bachelor’s degree in Business Administration, Customer Service, Operations Management, or related field.

Minimum 3 years’ experience in customer service, operations, or a related role.

Must have attained a minimum grade of B- (minus) in KCSE (Form 4).

Proficiency in MS Office Suite (Excel, Word, PowerPoint).

Experience in preparing reports and dashboards is an added advantage.

Soft Skills:

Excellent communication and interpersonal skills.

Strong problem-solving and conflict-resolution abilities.

High attention to detail and accuracy.

Ability to work under pressure and meet deadlines.

Strong organizational and multitasking skills.

Customer-focused mindset with a proactive approach.

**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._

**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._