Vacancy title:
job vacancies

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

Jobs at:
Kilimall

Deadline of this Job:
Wednesday, October 15 2025

Duty Station:
Kenya | Nairobi | Kenya

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

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JOB DETAILS:

WE ARE HIRING!

CHAT AGENT

JOB RESPONSIBILITIES

1. Handle Live chat Tickets - Respond promptly and professionally to customer inquiries received through the live chat system.
2. Provide accurate information, troubleshoot issues, and escalate complex cases to the appropriate department where necessary.
3. WhatsApp chats - Engage with customers via WhatsApp, offering real-time assistance and support.
4. Maintain a friendly, clear, and professional tone that aligns with the company's customer service standards.
5. Customer issue follow Up - Take ownership of unresolved issues by following up with customers until resolution is achieved.
6. Provide timely updates to customers on the status of their queries.
7. Attaining the required Customer satisfaction rate - Deliver service that meets or exceeds the required customer satisfaction rate as measured by feedback surveys and internal performance metrics.
8. Actively listen to customer concerns, show empathy, and provide solutions that build trust and loyalty.
9. Recommend process improvements based on recurring customer feedback. Perform physical stock counts and confirm alignment with system records.
10. Attain daily clearance and response rate below 3min - Aim for complete clearance of pending tickets and chats daily, ensuring no backlog.
11. Maintain an average first-response time of under 3 minutes across all communication channels (live chat and WhatsApp).
12. Use time management and multitasking skills to balance multiple customer interactions simultaneously without compromising quality.

REQUIREMENTS

1. Degree or diploma in a Business-related Course.
2. Experience in a similar role: Previous experience in a similar role involving live chats.
3. Good Customer Service Skills: Ability to provide excellent service by understanding customer needs, offering timely solutions, and maintaining a positive, professional demeanour.
4. Good communication skills: Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
5. Problem solving skill: Ability to quickly analyse customer issues, identify the root cause, and provide effective solutions.

HUMAN RESOURCE OFFICER (HRO)

Location: Nairobi,
Deadline: 15TH OCTOBER 2025

KEY RESPONSIBILITIES

1. Prepare and maintain HR reports including attendance, leave management, and related records.
2. Support end-to-end recruitment processes.
3. Oversee contract administration and ensure proper documentation.
4. Coordinate performance appraisal processes and maintain accurate performance data.
5. Handle employee relations matter in alignment with company policies.

QUALIFICATIONS

1. Degree in Human Resource Management, Business Administration, or a related field.
2. At least 3 years of HR experience in a similar role.
3. Strong knowledge of HR processes and labour laws.
4. Proficiency in MS Office (Excel, Word, PowerPoint) and HR systems.
5. Excellent interpersonal, organizational, and communication skills.
6. High level of integrity and confidentiality.

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure

Apply by sending an email with your CV and a convincing cover letter to recruitment@klimall.com clearly stating the subject heading “HUMAN RESOURCE OFFICER” by 15th October 2025. The successful candidate should be ready to start immediately

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

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