Posted:Oct 14
By:Hiring Kenya
Company Details
Industry:
Internet
Description:
Kilimall.co.ke is Kenya’s largest online shopping mall. We launched in July 2014 and our mission is to become No.1 E-commerce platform in Africa. We serve a retail customer base that continues to grow exponentially, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, healthcare, Baby Products, personal care and much more. Our range of services are designed to ensure optimum levels of convenience and customer satisfaction with the retail process; these services include our 7-day free return policy*, order delivery-tracking, dedicated customer service support and many other premium services. As we continue to expand the mall, our scope of offerings will increase in variety, simplicity and convenience; join us and enjoy the increasing benefits. We are highly customer-centric and are committed towards finding innovative ways of improving our customers' shopping experience with us Thank You and we hope you enjoy your experience with us.
Job Description
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.
Deadline: 20th October 2025
Otherpay: Kenya
Education: Degree, Diploma
Employment Type: Full Time
Contact Information
