Call Centre Agent

At Pula, we are radically restructuring agricultural insurance, using technology to insure the previously unbanked, uninsured, untapped market of 1.5 billion smallholders worldwide. We work in eight countries across Africa and Asia, and in 2017 alone, we facilitated crop and livestock insurance cover to 611,000 farmers in Kenya, Rwanda, Uganda, Nigeria, Ethiopia and Malawi. We are recruiting to fill the following position below:

Call Centre Agent

About the Role & Project

• As a Call Centre Agent for the Human-Wildlife Conflict Management System (HWCMS), operating within the National Command Centre, you will play a crucial role in managing all communication traffic related to the nationwide Human-Wildlife Conflict (HWC) Compensation Scheme. You will serve as the primary operational intake link between affected citizens, field officers, local administration, and scheme managers.

• In this role, you will transition between compassionate citizen engagement, real-time First Notification of Loss (FNOL) data entry, rigorous data quality control, and frontline support desk operations. We are looking for a highly motivated, empathetic, and data-driven individual with exceptional communication and documentation skills, capable of ensuring high data integrity while handling sensitive, fast-paced incident reports.

Key Responsibilities

• Incident Intake & Case Registration (FNOL): Receive and accurately log inbound incident reports via the 24/7 toll-free hotline from citizens, Chiefs, Assistant Chiefs, Ward Officers, and field teams across all 47 counties, working on a rostered shift basis to maintain 24/7 coverage. Capture complete, structured datasets (claimant consent, particulars, conflict category, GPS/location descriptors, next-of-kin, and payment details) into the HWCMS/KWiCARE platform, generating unique Case IDs and security PINs/OTPs.

• Data Quality Checks & SOP Adherence: Conduct rigorous real-time data quality checks following established Standard Operating Procedures (SOPs) during intake to ensure data completeness, accurate metadata tagging, and zero errors in critical fields.

• Support Desk & Field Assistance: Provide continuous support desk services to claimants and field personnel (KWS Officers, Verification Officers), facilitating direct, clear, and constructive communication to resolve field operational or reporting challenges.

• Sensitive Case Escalation & Crisis Response: Execute immediate escalation in line with approved protocols for urgent and sensitive claims involving human death or severe bodily injury, triggering instant alerts to the Project Assistant, County Liaison Officers, Regional Officers, and KWS emergency response units while applying trauma-informed communication.

• Claim Tracking & Query Management: Utilize the central digital dashboard to provide real-time updates on claim status, guide callers on eligibility requirements and necessary documentation (police abstracts, P3 forms, medical records), and log complaints, feedback, or appeal queries.