Jobs 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.

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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.