Call Agent at Kilimall
Location: Nairobi
Application Deadline: 20th October 2025
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.
How to Apply
Send your CV and a convincing cover letter to recruitment@kilimall.com, clearly stating the subject heading “CALL AGENT” by 20th October 2025. Please indicate your current and expected remuneration in your CV. Only shortlisted candidates will be contacted.