Chat Agent at Kilimall

Job Responsibilities

• Handle Live chat Tickets
• Respond promptly and professionally to customer inquiries via live chat Provide accurate information, resolve issues, and escalate complex cases as needed
• WhatsApp chats
• Engage with customers via WhatsApp, offering real-time assis- tance and support aligning with the company’s customer ser- vice standards
• Customer issue follow Up
• Provide timely updates to customers on the status of their queries and take ownership of unresolved issues by following up with customers until resolution is achieved
• Attaining the required Customer satisfaction rate.
• Deliver service that meets or exceeds the required customer satisfaction rate as measured by feedback surveys and inter- nal performance metrics.
• Attain daily clearance and response rate below 3min Maintain an average first-response time of under 3 minutes across all communication channels (live chat and WhatsApp)
• and complete clearance of pending tickets daily

Requirements

• Degree or diploma in a Business related Course Experience in a similar role: Previous experience in a simi- lar role involving live chats,
• Good Customer Service Skills:Ability to provide excellent service by understanding customer needs, offering timely solutions, and maintaining a positive, professional demeanor.
• Good communication skills:Strong verbal and written communication skills, with the ability to convey informa- tion clearly and effectively.
• Problem solving skill:Ability to quickly analyze customer issues, identify the root cause, and provide effective solu- tions.