Kilimall is an African e-commerce platform that was launched in Kenya in 2014 with the mission to become the top online shopping destination in Africa. It offers a wide variety of products, including electronics, fashion, and home goods, and aims to provide a convenient and affordable shopping experience for customers
JOB DESCRIPTION
- Handle Live chat Tickets -Respond promptly and professionally to customer inquiries received through the live chat system.
- Provide accurate information, troubleshoot issues, and escalate complex cases to the appropriate department where necessary
- WhatsApp chats -Engage with customers via WhatsApp, offering real-time assistance and support
- Maintain a friendly, clear, and professional tone that aligns with the company’s customer service standards.
- Customer issue follow Up -Take ownership of unresolved issues by following up with customers until resolution is achieved.
- Provide timely updates to customers on the status of their queries.
- Attaining the required Customer satisfaction rate -Deliver service that meets or exceeds the required customer satisfaction rate as measured by feedback surveys and internal performance metrics.
- Actively listen to customer concerns, show empathy, and provide solutions that build trust and loyalty.
- Recommend process improvements based on recurring customer feedback.Perform physical stock counts and confirm alignment with system records.
- Attain daily clearance and response rate below 3min -Aim for complete clearance of pending tickets and chats daily, ensuring no backlog.
- Maintain an average first-response time of under 3 minutes across all communication channels (live chat and WhatsApp).
- Use time management and multitasking skills to balance multiple customer interactions simultaneously without compromising quality.
REQUIREMENTS
- Degree or diploma in a Business related Course.
- Experience in a similar role:Previous experience in a similar role involving live chats.
- Good Customer Service Skills: Ability to provide excellent service by understanding customer needs, offering timely solutions, and maintaining a positive, professional demeanor.
- Good communication skills:Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
- Problem solving skill:Ability to quickly analyze customer issues, identify the root cause, and provide effective solutions.
Method of Application
Meet the Qualifications? Email your CV to [email protected] using the position as the subject of the mail by 20th October 2025.