Vacancy title:
Call Agent

[Type: FULL_TIME, Industry: Professional Services, Category: Customer Service]

Jobs at:
Kilimall

Deadline of this Job:
Monday, October 20 2025

Duty Station:
Nairobi | Nairobi | Kenya

Summary
Date Posted: Monday, October 13 2025, Base Salary: Not Disclosed

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JOB DETAILS:

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.

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure
Interested in applying for this job? Click here to submit your application now.

Apply by sending an email with your CV and a convincing cover letter to recruitment@kilimall.com clearly stating the subject heading by 20th October 2025. Please state your current and expected remuneration in your CV, only shortlisted candidates will be contacted.

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