Call Center Agents – Kenya – December 2024

Position: Call Center Agent

Location: Kenya
Type of Job: Full-time
Job Category: Customer Care
Application Deadline: December 15, 2024

Introduction

Kilimall, a leading e-commerce platform in Kenya, is seeking a dedicated Call Center Agent to join its customer care team. This role is ideal for individuals passionate about delivering exceptional customer service and resolving inquiries efficiently. As a Call Center Agent, you will play a pivotal role in ensuring customer satisfaction and maintaining the high standards Kilimall is known for.

This is an onsite position offering a collaborative and fast-paced environment where you can grow your skills in customer care and e-commerce.

Key Responsibilities

As a Call Center Agent, you will be responsible for the following:

1. Promptly Responding to Inquiries:
   • Handle customer inquiries via phone in a professional and courteous manner.
2. Resolving Customer Complaints:
   • Address and resolve complaints effectively while adhering to company policies.
3. Processing Orders and Returns:
   • Manage order placements and return processes accurately.
4. Platform Assistance:
   • Guide customers in navigating Kilimall’s platform, ensuring a seamless experience.
5. Escalating Unresolved Issues:
   • Forward unresolved queries to senior staff or the relevant departments.
6. Maintaining Product Knowledge:
   • Stay informed about Kilimall’s products and services to provide accurate information to customers.
7. Follow-up for Customer Satisfaction:
   • Conduct follow-ups to ensure customer concerns are fully addressed and satisfaction is achieved.

Qualifications and Skills

To excel in this role, candidates must meet the following requirements:

1. Experience:
   • Proven experience in customer service or a related role, preferably in e-commerce.
2. Communication Skills:
   • Strong verbal and written communication abilities to interact effectively with diverse customers.
3. Technical Proficiency:
   • Familiarity with customer support software or help desk tools.
4. Multitasking Ability:
   • Capability to handle high call volumes while maintaining professionalism.
5. Problem-Solving Skills:
   • A proactive approach to resolving issues and working under pressure.
6. E-commerce Knowledge:
   • Basic understanding of processes like order fulfillment and returns.

Why Join Kilimall?

Kilimall offers a dynamic workplace where employees are valued for their contributions. Joining Kilimall means becoming part of a company that values innovation, customer satisfaction, and employee growth.

Company Culture and Values:

• Customer-Centric: Focused on providing outstanding service to customers.
• Collaborative Environment: Encourages teamwork and mutual support.
• Commitment to Excellence: Aims for the highest standards in every aspect of the business.

How to Apply

If you are ready to take on this exciting role, apply today! Send your CV and a compelling cover letter to recruitment@kilimall.com with the subject heading “CALL CENTER AGENT” by December 15, 2024.

Application Instructions:

• Ensure your CV includes your current and expected remuneration.
• Applications received after the deadline will not be considered.

Note: Due to the high volume of applications, only shortlisted candidates will be contacted.

Equal Opportunity Statement

Kilimall is an equal opportunity employer and is committed to attracting and retaining the best talent from all backgrounds.

Apply now and join Kilimall to redefine customer service excellence in Kenya’s e-commerce industry! [Apply for Job]