99 Inbound Calls jobs in Kenya

Our client is seeking dedicated and customer-focused individuals to join their team as Customer Service Representatives. This hybrid role requires a balance of remote work and on-site presence at our **Nairobi, Nairobi, KE** office, offering flexibility while maintaining team cohesion and direct access to resources. You will be the first point of contact for customers, providing exceptional support via phone, email, and chat. Responsibilities include answering inquiries, resolving issues efficiently, processing orders or requests, and documenting customer interactions accurately. The ideal candidate possesses outstanding communication and active listening skills, with a genuine desire to help customers. Previous experience in a customer service or call center environment is highly beneficial. You should be proficient in using CRM software and basic computer applications. A positive attitude, patience, and the ability to remain calm under pressure are essential qualities. This role requires strong problem-solving skills and the ability to work effectively both independently and as part of a team. You will receive comprehensive training to ensure you are equipped to handle a wide range of customer needs. We are committed to providing a supportive work environment where your contributions are valued. Join our growing team and help deliver outstanding customer experiences in **Nairobi, Nairobi, KE**.

Our client is seeking a friendly, efficient, and customer-focused Customer Service Representative to join their support team in **Nyeri, Nyeri, KE**. This role is crucial for providing excellent service to customers, resolving inquiries, and ensuring a positive experience with the company. You will be the first point of contact for customers, handling a variety of issues via phone, email, and potentially in-person interactions. The ideal candidate possesses strong communication skills, problem-solving abilities, and a patient and helpful demeanor.

Key Responsibilities:

• Respond to customer inquiries and resolve issues in a timely and professional manner.
• Provide information about products and services.
• Process orders, forms, and applications.
• Handle customer complaints and escalate complex issues to appropriate departments when necessary.
• Maintain accurate customer records and update information in the CRM system.
• Follow communication procedures, guidelines, and policies.
• Identify opportunities to improve customer service processes and customer satisfaction.
• Assist with administrative tasks related to customer support.
• Build and maintain positive relationships with customers.
• Achieve customer service operational objectives by contributing customer information and analysis to strategic plans and reviews.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven customer support experience or experience as a client service representative.
• Excellent communication and active listening skills.
• Strong phone contact handling skills and active listening.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in using computers and common software applications, including CRM systems.
• Patience, empathy, and a customer-centric approach.
• Ability to remain calm and professional, even in challenging situations.
• A team player with the ability to work independently.

This is an excellent opportunity for an individual passionate about customer satisfaction to build a career in **Nyeri, Nyeri, KE**. Our client offers a supportive work environment and the chance to be part of a growing team.

**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._

Our client is looking for dedicated and empathetic Customer Service Representatives to join their fully remote team, serving customers across Kenya. In this role, you will be the primary point of contact for customers, addressing inquiries, resolving issues, and providing support via multiple communication channels, including phone, email, and live chat. You'll be tasked with understanding customer needs, offering solutions, and ensuring a positive customer experience, which is paramount to our client's success. This position requires excellent communication skills, a patient demeanor, and the ability to effectively manage customer interactions in a fast-paced, virtual environment. You will receive comprehensive training on our client's products and services, as well as the tools and systems used to support customers. The ideal candidate is self-motivated, organized, and has a reliable internet connection and a dedicated workspace conducive to professional communication. You will be expected to meet performance metrics related to customer satisfaction, response times, and issue resolution. Proactive problem-solving and a commitment to going the extra mile for customers are highly valued. This role is entirely remote, offering the flexibility to work from anywhere within Kenya, provided you have the necessary technical setup and can maintain a high level of productivity. You will be part of a supportive and collaborative virtual team, with regular check-ins and ongoing professional development opportunities. If you have a passion for helping people and thrive in a remote work setting, this is an excellent opportunity to contribute to a growing company. You will be trained on how to handle common customer queries, troubleshoot technical issues, and escalate complex problems to the appropriate departments. A key aspect of this role is maintaining detailed records of customer interactions and feedback. Your ability to adapt to different customer communication styles and de-escalate challenging situations will be crucial. We are looking for individuals who are not just problem-solvers, but also brand ambassadors, embodying our client's values in every interaction. Continuous learning and adaptation to new service protocols will be essential for success. This is a fantastic chance to build a career in customer support without the need for daily commuting.
Responsibilities:

• Respond to customer inquiries via phone, email, and chat.
• Resolve customer issues efficiently and effectively.
• Provide information about products and services.
• Maintain customer records and document interactions.
• Achieve customer satisfaction and performance targets.
• Escalate complex issues to senior team members.
• Adhere to company policies and procedures.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Proven experience in customer service or a related role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with customer service software and tools.
• Ability to work independently and manage time effectively in a remote setting.
• Reliable high-speed internet connection and a quiet workspace.

International Health, a division of Cigna Healthcare, is a leading provider of group healthcare programmes for employees of large multinational organisations and their families. With our continuing global expansion Cigna has an excellent opportunity for an enthusiastic, highly motivated and driven individual to join our Eligibility Team.
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna's membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
**Responsibilities and Duties**
+ Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
+ Maintain the membership database, by accurately recording and updating information received
+ Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
+ Communicate directly with clients via email and telephone within the agreed service levels
+ Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
**Required:**
+ Database Entry and/or Database Management experience essential
+ Fluent Spanish is essential for the role
+ Experience within a Customer Service environment
+ Proficient in Microsoft Word, Excel and Outlook - advanced Excel would be advantageous
+ Diploma or Degree certificate required
+ Experience from an insurance background preferred
**Skills:**
+ Strong interpersonal skills with excellent written/verbal communication skills in both English and Spanish
+ Must possess excellent attention to detail, with a high level of accuracy
+ Must be able to review information and exercise judgement
+ Ability to organise, prioritise and manage workflow to meet individual and team production standards
+ Ability to work under own initiative
+ Customer focused with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
+ Good analytical skills
+ Ability to navigate systems and applications with ease
+ Regulatory awareness
+ Ability to work within a large team
+ Adaptable to change with a flexible approach to supporting team task
**OUR OFFER**
+ A challenging job in an international and growing enterprise.
+ A dynamic, and entrepreneurial company culture that values and stimulates initiative.
+ Attractive salary conditions with extra-legal benefits.
**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._

Our client, a leading provider of technology solutions, is seeking a dedicated and highly skilled Senior Customer Service Representative to join their support team in Mombasa, Mombasa, KE . This role focuses on providing exceptional technical assistance and customer support for our range of products and services. The ideal candidate will possess excellent communication skills, a strong aptitude for troubleshooting technical issues, and a passion for delivering outstanding customer experiences. You will be the first point of contact for customers experiencing technical difficulties, guiding them through solutions and ensuring their satisfaction.

Responsibilities:

• Provide Tier 1 and Tier 2 technical support to customers via phone, email, and chat.
• Troubleshoot and resolve a wide range of technical issues related to software, hardware, and network connectivity.
• Guide customers through product features, installation processes, and usage instructions.
• Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
• Identify recurring technical issues and provide feedback to the product development and quality assurance teams.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Maintain a high level of customer satisfaction by providing prompt, professional, and effective support.
• Assist in developing and updating knowledge base articles, FAQs, and troubleshooting guides.
• Participate in training sessions to stay updated on product features, updates, and industry best practices.
• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Collaborate with team members to share knowledge and best practices.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Contribute to improving the overall customer support experience through feedback and suggestions.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution.

Qualifications:

• High school diploma or equivalent; a technical certification or associate's degree is a plus.
• Minimum of 3 years of experience in customer service, with at least 1 year in a technical support role.
• Proven ability to troubleshoot and resolve common technical issues with software, hardware, and basic networking.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• Patience and empathy when dealing with customers.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Experience with SaaS products or IT support is highly desirable.

Join our client's dedicated support team in Mombasa, Mombasa, KE and help shape positive customer experiences.