Customer Care Agent

Zuri Health is a fast-growing telemedicine company founded in 2020 with a mission to make quality, affordable, and on-demand healthcare accessible to every African with a mobile device — regardless of location, health history, or social status. We are looking for a passionate and customer-focused Customer Care Agent to join our dynamic support team in Nairobi.

In this role, you will be the first point of contact for patients seeking healthcare support through our digital platform. You will play a critical part in delivering a seamless, empathetic, and professional experience across all customer touchpoints — from appointment booking to issue resolution — helping patients navigate telemedicine with confidence and ease.

• Respond promptly and professionally to patient inquiries via phone, email, WhatsApp, live chat, and social media platforms.
• Assist patients in booking, rescheduling, and cancelling medical appointments on the Zuri Health platform.
• Guide customers through the use of telemedicine services and digital healthcare tools, ensuring they can access care without friction.
• Resolve patient complaints and concerns efficiently, maintaining high satisfaction scores and a compassionate tone at all times.
• Escalate complex medical queries or technical issues to the appropriate internal departments and follow through to resolution.
• Maintain accurate and up-to-date patient records within the CRM system, ensuring data integrity and confidentiality.
• Conduct follow-up calls or messages with patients to confirm service satisfaction and support continuity of care.
• Actively support customer retention efforts and appropriately promote relevant healthcare services and packages.
• Adhere strictly to company policies, data privacy laws, and patient confidentiality protocols (including Kenya's Data Protection Act, 2019).

• Demonstrate at least 1–2 years of hands-on experience in a customer service, call centre, healthcare, or insurance support role.
• Communicate clearly and empathetically — both verbally and in writing — across diverse patient demographics.
• Use CRM platforms (e.g., Zendesk, Freshdesk, Salesforce) to log, track, and manage customer interactions efficiently.
• Navigate Microsoft Office Suite confidently, including Word, Excel, and Outlook.
• Manage multiple customer queries simultaneously without compromising quality or response times in a fast-paced environment.
• Apply active listening and problem-solving skills to de-escalate tense patient interactions and deliver satisfactory outcomes.
• Demonstrate a solid understanding of telemedicine workflows or a genuine eagerness to learn digital health systems quickly.
• Handle sensitive patient information with discretion, professionalism, and full compliance with data protection standards.

The estimated monthly salary for this role ranges from KES 35,000 to KES 60,000, commensurate with experience and qualifications. Zuri Health is a purpose-driven organisation where compensation is supplemented by the opportunity to make a tangible impact on healthcare accessibility across Africa.

• Opportunity to work in a high-growth healthtech startup environment
• Exposure to telemedicine and digital health innovation
• Collaborative, inclusive team culture

This role is ideal for a warm, articulate, and tech-savvy individual who genuinely cares about patient wellbeing and thrives in a high-communication, solutions-driven environment. You are comfortable working across multiple digital channels and can maintain calm and professionalism even in challenging interactions. A background in healthcare administration or health insurance is a strong advantage.

Please do not apply if you have no prior customer-facing experience, are uncomfortable using digital tools and platforms, or are not willing to work in a structured, compliance-conscious environment that handles sensitive patient data.

• Prepare an updated CV highlighting your customer service experience and any healthcare or CRM-related skills.
• Write a brief cover letter (one page maximum) explaining why you are the right fit for Zuri Health's mission.
• Submit your application through the Zuri Health careers portal or the job platform where this posting was listed.
• Only shortlisted candidates will be contacted. Do not pay any fee at any stage of the recruitment process.