Call Centre Agent

PULA

. Receive and accurately log inbound incident reports through the 24/7 toll-free hotline .

Posted 10/21/2026contractNairobi • KenyaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident reporting, data management, and customer support within a 24/7 operational environment. Proficient in data quality control, confidentiality protocols, and effective communication in both English and Kiswahili.

Highest-signal resume keywords

Incident ReportingData Quality ControlCustomer SupportFluency In English And KiswahiliData Protection Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryDatabase NavigationData Collection TechnologiesAnalytical SkillsAttention To Detail

Soft Skills

Emotional IntelligenceActive ListeningTeam CollaborationTrauma-Informed EmpathyEthical Conduct

Tools & Technologies

HWCMS/KWiCARE PlatformTelephony SystemsCRM PlatformsUSSD Interface ConsolesMobile/Web Data-Collection Software

Industry Keywords

Call CentreSupport DeskCrisis ResponsePublic Sector HotlineNGO Experience

About the role

Key responsibilities & impact

Receive and accurately log inbound incident reports through the 24/7 toll-free hotline
Capture structured claimant, incident, location, next-of-kin, and payment data in the HWCMS/KWiCARE platform
Generate unique Case IDs and security PINs/OTPs
Perform real-time data quality checks according to SOPs
Provide support desk services to claimants and field personnel
Escalate urgent and sensitive claims involving human death or severe bodily injury
Provide real-time claim-status updates and guidance on eligibility and required documentation
Log complaints, feedback, and appeal queries
Monitor call data to identify trends, bottlenecks, and recurring data-quality gaps
Prepare daily, weekly, and ad-hoc management updates
Assist with call protocols, training materials, intake guidance, and SOP improvements
Use telephony systems, CRM platforms, USSD interface consoles, and mobile/web data-collection software
Maintain confidentiality and handle personally identifiable and incident data securely
Monitor and respond to HWC-related social media inquiries, reports, and feedback

Requirements

What you’ll need

Degree or Higher Diploma in Communication, Customer Relationship Management, Public Relations, Statistics, Information Systems, Social Sciences, Natural Resource Management, or a related field
Minimum of 3 years of experience in a fast-paced call centre, support desk, NGO, public sector hotline, or crisis response environment
Full fluency in written and spoken English and Kiswahili is mandatory
Knowledge of at least one local language spoken in high-conflict conservation zones is a strong advantage
Familiarity with mobile and web-based data collection technologies
Proficiency in standard office suites, database navigation, and rapid data entry tools
High emotional intelligence, active listening skills, and trauma-informed empathy
Strong analytical mindset and sharp attention to detail regarding data accuracy and quality control
Ability to work independently with minimal supervision while maintaining high ethical standards
Ability to work flexible rostered shifts across 24/7 operations, multitask, prioritize high-volume call workflows, and adhere to established SLAs
Strong team collaboration skills across diverse teams and field partners
Strict adherence to data protection laws, information security protocols, and organizational policies
Absolute honesty, transparency, and ethical conduct

Benefits

Comp & perks

24/7 rostered shift coverage
Flexible rostered shifts
Training materials and intake guidance involvement
Opportunity to propose continuous operational improvements