After Sales-Customer Service Agent at Kilimall

Requirements:

• Experience: 1+ years in customer service, preferably in e-commerce or retail.
• Technical Proficiency: Familiarity with customer service softwares, and basic Excel/ Google Sheets.
• E-commerce Knowledge: Understanding of order fulfillment, logistics, and refund processes.
• Communication: Excellent verbal & written skills (clear, professional, empathetic).
• Problem-Solving: Ability to analyze issues and provide quick solutions.
• Patience & Emotional Intelligence: Handle frustrated customers calmly.
• Time Management: Prioritize tasks efficiently in a fast-paced environment.

Key Responsibilities:

Customer Support & Issue Resolution:

• Respond to customer inquiries via email, chat, phone, or social media regarding order issues, returns, refunds, and product concerns.
• Investigate and resolve complaints related deliveries, damaged products, or incorrect orders.
• Escalate complex cases to v relevant teams (logistics, technical support, etc.).

Returns & Refunds Management:

• Process return/refund requests in compliance with company policies.
• Coordinate with logistics and warehouse teams to track returned items.
• Ensure timely refunds or replacements as per service-level agreements (SLAs).

Product & Order Support:

• Assist customers with product usage, troubleshooting, and warranty claims.
• Verify order details and liaise with the operations team for corrections.

Customer Retention & Satisfaction:

• Turn negative experiences into positive outcomes to retain customers.
• Gather feedback to improve service quality and reduce issues.

Documentation & Reporting:

• Maintain records of customer interactions in systems & documents.
• Generate reports on common issues and customer satisfaction