Call Agent at Kilimall

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.
• Maintain a high level of product knowledge to provide accurate information to customers.
• Follow up with customers to ensure issues are fully resolved and service satisfaction is achieved..
• Document customer interactions and prepare regular performance reports.

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.
• Problem-solving skills and the ability to work under pressure.
• Basic understanding of e-commerce processes such as order fulfilment and returns.
• Flexible to work shifts, including weekends and holidays if required.