Customer Service at Kilimall

Customer Service at Kilimall – Kilimall Kenya Job Details

About the Role

Kilimall is recruiting for a Customer Service position based in Kenya. This is a full-time role focused on managing customer communications across multiple channels and ensuring resolution of customer inquiries within strict service level targets. The role sits at the frontline of customer experience, handling inquiries through live chat, email support tickets, voice calls, and messaging platforms.

As a Customer Service representative at Kilimall, you will be responsible for maintaining high satisfaction ratings while meeting operational performance benchmarks. You will work in a customer-centric environment where responsiveness and accuracy directly impact business outcomes. This is an ideal role for someone with a background in customer support who can juggle multiple communication channels simultaneously.

Key Responsibilities

• Monitor and respond to live chat inquiries and support tickets with accurate information and timely follow-up.
• Answer inbound customer calls and manage outbound calls to resolve issues or gather additional information.
• Engage with customers via WhatsApp and other chat-based channels, maintaining professional communication standards.
• Track and follow up on open customer issues until full resolution is confirmed.
• Maintain a customer satisfaction rating at or above the required threshold set by Kilimall.
• Clear daily ticket queues and respond to initial inquiries within a 3-minute response window.

Requirements & Qualifications

• A degree or diploma in a business-related field (such as Business Administration, Management, or Communications).
• Proven experience in a customer service or customer support role.
• Typing speed of at least 40 words per minute to handle written inquiries efficiently.
• Strong customer service mindset with the ability to resolve issues professionally and courteously.
• Clear communication skills, both written and verbal, suitable for working across multiple channels.
• Ability to meet daily performance targets including response times and quality metrics.

What to Expect

• A structured work environment with clear performance expectations and regular feedback.
• Exposure to a high-volume customer service operation where speed and accuracy matter equally.
• Opportunities to develop expertise across multiple customer communication platforms used by Kilimall.
• This Customer Service at Kilimall position in Kenya is open to qualified candidates. Click Apply below to submit your application.

Method of Application

Apply by sending an email with your CV and a convincing cover letter to [email protected] clearly stating the subject heading “CUSTOMER SERVICE” by 15th June 2026. Please state your current and expected remuneration in your CV, only shortlisted candidates will be contacted.