Chat Agent at Kilimall

Location: Nairobi
Application Deadline: 20th October 2025

Job Responsibilities

• Handle live chat tickets by responding 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.
• 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.
• 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.
• 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.
• 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.
• Previous experience in a similar role involving live chats.
• Ability to provide excellent service by understanding customer needs, offering timely solutions, and maintaining a positive, professional demeanor.
• Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
• Ability to quickly analyze customer issues, identify the root cause, and provide effective solutions.

How to Apply

Send your CV and a convincing cover letter to recruitment@kilimall.com, clearly stating the subject heading “CHAT AGENT” by 20th October 2025. Please indicate your current and expected remuneration in your CV. Only shortlisted candidates will be contacted.