- Job Responsibilities
- Handle Live chat Tickets
- Respond promptly and professionally to customer inquiries via live chat. Provide accurate information, resolve issues, and escalate complex cases as needed
- WhatsApp chats
- Engage with customers via WhatsApp, offering real-time assis-tance and support aligning with the company’s customer ser-vice standards
- Customer issue follow Up
- Provide timely updates to customers on the status of their queries and take ownership of unresolved issues by following up with customers until resolution is achieved
- Attaining the required Customer satisfaction rate.
- Deliver service that meets or exceeds the required customer satisfaction rate as measured by feedback surveys and inter-nal performance metrics.
- Attain daily clearance and response rate below 3min
- Maintain an average first-response time of under 3 minutes across all communication channels (live chat and WhatsApp) and complete clearance of pending tickets daily
- Requirements
- Degree or diploma in a Business related Course
- Experience in a similar role: Previous experience in a simi-lar 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 informa-tion clearly and effectively.
- Problem solving skill: Ability to quickly analyze customer issues, identify the root cause, and provide effective solu-tions.
How to Apply:
- Apply by sending an email with your CV and a convincing cover letter to recruitment@kilimall.com
- clearly stating the subject heading “CUSTOMER SERVICE” by 12th September 2025
Please state your current and expected