Chat Agent at Kilimall

We are Hiring!

Are you interested in joining an innovative team as a Chat Agent at Kilimall in Nairobi and turn your skills into impact?

Apply by sending your CV and a convincing cover letter

Job Responsibilities

Handle Live chat Tickets
- Respond promptly and professionally to customer inquiries via live chat Provide accurate information, resolve issues, and escalate complex cases as needed
WhatsApp chats
- Engage with customers via WhatsApp, offering real-time assistance and support aligning with the company’s customer service standards
Customer issue follow-up
- Provide timely updates to customers on the status of their queries and take ownership of unresolved issues by following up with customers until resolution is achieved
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.
Attain a daily clearance and response rate below 3 minutes
- Maintain an average first-response time of under 3 minutes across all communication channels (live chat and WhatsApp) and complete clearance of pending tickets daily

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.

How to Apply as a Chat Agent at Kilimall

Apply by sending an email with your CV and a convincing cover letter to recruitment@kilimall.com, clearly stating the subject heading “CUSTOMER SERVICE”

Visit Here > Jobs at Kilimall

Apply by 12th September 2025

Please state your current and expected remuneration in your CV.