Fresh Vacancies at Kilimall
Kilimall is Africa’s leading online shopping mall that connect merchants and consumers via professional e-commerce marketplace. Vacancies at Kilimall
Jobs at Kilimall
- Call Agent
- Chat Agent
Chat Agent
Vacancies at Kilimall
We are Hiring!
We are looking for a Chat Agent in Nairobi.
Can you provide excellent customer service by understanding customer needs and offering timely solutions? We want you on our team!
JOB RESPONSIBILITIES
- 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.
Call Agent
Vacancies at Kilimall
We’re Hiring!
Kilimall is looking for a Call Agent in Nairobi.
Do you have strong verbal and written communication skills? We want you on our team!
JOB RESPONSIBILITIES
- Respond promptly and professionally to customer inquiries via phone.
- Resolve customer complaints and provide solutions that align with company policies.
- Process orders, returns, and refunds while maintaining accurate records.
- Assist customers with navigating the e-commerce platform and resolving technical issues.
- Escalate unresolved issues to senior staff or relevant departments.
EDUCATION REQUIREMENTS
- Degree or diploma in a business related course from a recognized institution
- Proven experience in customer service or a similar role, preferably in e-commerce.
- Strong verbal and written communication skills.
- Proficiency in using customer support software, CRMs, or helpdesk tools.
- Ability to handle high call volumes while maintaining professionalism.
- Maintain a high level of product knowledge to provide accurate information to customers.
- Problem-solving skills and the ability to work under pressure.
- Follow up with customers to ensure issues are fully resolved and service satisfaction is achieved..
- Basic understanding of e-commerce processes such as order fulfilment and returns.
- Document customer interactions and prepare regular performance reports.
- Flexible to work shifts, including weekends and holidays if required.
How to Apply for Job Vacancies at Kilimall
Apply by sending an email with your CV and a convincing cover letter to recruitment@kilimall.com
Visit Here
clearly stating the subject heading “CALL AGENT” by 20th October 2025.
Please state your current and expected remuneration in your CV.
Only shortlisted candidates will be contacted.
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