Chat Agent at Kilimall

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.