Overseeing day-to-day operational tasks, ensuring adherence to company policies, and maintaining high standards of efficiency and quality across all processes. This role involves coordinating team activities, managing workflows, and addressing any issues that may arise to support seamless business operations. Responsibilities include conducting performance evaluations, fostering employee development, and implementing strategies to enhance productivity and team morale. Additionally, the position requires collaborating with senior leadership to align departmental goals with organizational objectives, tracking key performance indicators, and ensuring compliance with industry regulations and internal guidelines.
Handle live chat inquiries and support tickets promptly and professionally, ensuring timely responses and resolutions to customer inquiries and issues.
Responsible for managing both incoming and outgoing telephone communications with customers.
Deliver prompt and precise customer assistance via chat-based platforms to address inquiries efficiently.
WhatsApp communications, along with our proprietary tools, facilitate seamless collaboration and real-time updates among team members. We rely on these platforms to ensure efficient information sharing and coordination across departments. All team members are expected to maintain active participation in designated chat groups, respond promptly to messages, and contribute to ongoing discussions to support project objectives. Additionally, proficiency in using these digital communication tools is a key requirement for this role.
Proactively manages follow-up on customer inquiries and issues to facilitate timely and effective resolution.
To ensure the required level of customer satisfaction is consistently achieved.
Daily targets include achieving a clearance rate and response time both below three minutes.
Requirements:
We require a typing proficiency of at least 40 words per minute to ensure efficient completion of administrative tasks.
A business-related discipline degree or diploma is required.
Experienced professionals with a proven background in comparable positions are encouraged to apply.
Demonstrates exceptional interpersonal abilities, ensuring positive interactions with customers through attentive listening, clear communication, and problem-solving expertise.
Exceptional verbal and written communication abilities are essential, along with the capacity to articulate ideas clearly and concisely to diverse audiences. Proficiency in active listening and the adeptness to tailor messages to suit varying contexts and stakeholders are also required. Strong interpersonal skills to foster collaboration and resolve conflicts effectively are imperative.
To apply, kindly send your CV along with a compelling cover letter to recruitment@kilimall.com, ensuring the subject line reads “CUSTOMER SERVICE.” Include your current and expected salary details in your CV. Applications must be submitted by 15th June 2026, and only shortlisted candidates will receive a response.
Qualifications
BA/BSc/HND
