After Sales Customer Service Agent at Kilimall
We are Hiring!
Are you a skilled After Sales Customer Service Agent at Kilimall interested in joining an innovative team in Nairobi?
Requirements:
- Experience: 1+ years in customer service, preferably in e-commerce or retail.
- Technical Proficiency: Familiarity with customer service software and basic Excel/ Google Sheets.
- E-commerce Knowledge: Understanding of order fulfillment, logistics, and refund processes.
- Communication: Excellent verbal & written skills (clear, professional, empathetic).
- Problem-Solving: Ability to analyze issues and provide quick solutions.
- Patience & Emotional Intelligence: Handle frustrated customers calmly.
- Time Management: Prioritize tasks efficiently in a fast-paced environment.
Key Responsibilities:
Customer Support & Issue Resolution:
- Respond to customer inquiries via email, chat, phone, or social media regarding order issues, returns, refunds, and product concerns.
- Investigate and resolve complaints related to deliveries, damaged products, or incorrect orders.
- Escalate complex cases to the relevant teams (logistics, technical support, etc.).
Returns & Refunds Management:
- Process return/refund requests in compliance with company policies.
- Coordinate with logistics and warehouse teams to track returned items.
- Ensure timely refunds or replacements as per service-level agreements (SLAs).
Product & Order Support:
- Assist customers with product usage, troubleshooting, and warranty claims.
- Verify order details and liaise with the operations team for corrections.
Customer Retention & Satisfaction:
- Turn negative experiences into positive outcomes to retain customers.
- Gather feedback to improve service quality and reduce issues.
Documentation & Reporting:
- Maintain records of customer interactions in systems & documents.
- Generate reports on common issues and customer satisfaction
How to Apply as an After Sales Customer Service Agent at Kilimall
Apply by sending an email with your CV and a convincing cover letter to recruitment@kilimall.com, clearly stating the subject heading “AFTER SALES- CUSTOMER SERVICE AGENT”
Visit Here > Kilimall Careers
Apply by 23rd July 2025
Please state your current and expected remuneration in your CV.
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