JOB RESPONSIBILITIES


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


REQUIREMENTS


Degree or diploma in a Business related Course.
Experience in a similar role:Previous experience in a similar 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 information clearly and effectively.
Problem solving skill:Ability to quickly analyze customer issues, identify the root cause, and provide effective solutions. more

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. more

Duties & Responsibilities:


Increase sales of the local sellers for appliances.
Strengthen seller business relationships and maintain regular communication with the sellers.
Carrying-out background information check for the appliances Following up on fulfillment and inventory update for appliances sellers.
Drive promotion and marketing initiatives for appliances
Price negotiation and... engaging the sellers in preparation for the campaigns.


Requirements:


Minimum of a Bachelor degree in any related course.
Rich product knowledge and familiar with e-commerce industry information
Takes initiative, has a strong sense of responsibility and can go the extra mile
Excellent negotiations skills and a problem solver
Ability to work under pressure
Outstanding communication skills, both written and verbal Outstanding organizational skills
Analytical skills and keen on details more

Job Purpose:


To enhance sales growth and profitability for home and kitchen category by assisting the sellers towards their sales growth, ensuring competitive prices and stable inventory and following up on sellers order fulfillment.


Duties and Responsibilities:


Increase sales of the local sellers for home and kitchen category.
Strengthen seller business relationships and... maintain regular communication with the sellers.
Carrying-out background information check for the home and kitchen category sellers. Following up on fulfillment and inventory update for home and kitchen category sellers. Drive promotion and marketing initiatives for home and kitchen category sellers. Price negotiation and engaging the sellers in preparation for the campaigns.


Requirements:


Minimum of a Bachelor degree in any related course.
Rich product knowledge and familiar with e-commerce industry information Takes initiative, has a strong sense of responsibility and can go the extra mile
Excellent negotiations skills and a problem solver
Ability to work under pressure
Outstanding communication skills, both written and verbal
Outstanding organizational skills
Analytical skills and keen on details more

Job Purpose:


The Supplier Development Officer is responsible for developing and managing supplier relationships, driving category sourcing strategies, and identifying new business opportunities to support Kilimall's growth. This role requires a dynamic individual with strong communication, negotiation, and analytical skills to support product development, supplier performance, and campaign... preparation.


Duties and Responsibilities:


Develop and manage top brands and suppliers.
Drive business category sourcing strategies and cost-saving initiatives to meet company goals.
Build and maintain strong, long-term relationships with suppliers and customers.
Provide insights for product development and ensure competitive market positioning.
Conduct market research to identify and evaluate new business opportunities.
Collaborate with internal teams to determine the most viable and cost-effective supplier partnerships.
Meet potential suppliers to present company offerings, negotiate business deals, and close agreements.
Ensure excellent client experience through effective communication during pre-deal and post-deal processes.
Prepare and submit proposals to vendors and negotiate pricing for campaign preparations.


Requirements:


Bachelor's degree in a relevant field.
Prior experience in purchasing, sourcing, or resource development is preferred.
Highly motivated, entrepreneurial, and self-driven.
Proactive with strong responsibility and ability to work independently.
Well-organized and able to thrive under pressure.
Proven experience in effective supplier/vendor negotiation.
Strong stakeholder and relationship management abilities.
Proficiency in data analysis and problem-solving.
Creative and analytical mindset.
Excellent communication skills (verbal and written). more

Job responsibilities


Build and manage partnerships with university administrations, student unions, and other relevant stakeholders.
Design and implement student entrepreneurship programs in alignment with KiliShop's development business model.
Recruit and manage campus promotion ambassadors to drive awareness and usage of KiliShop services.
Organize and oversee assigned on campus... events, activations, and marketing campaigns.
Monitor and analyze campus engagement metrics to inform ongoing strategies.


Requirements:


Bachelors Degree in Marketing, Business Management or related field.
3 years' experience in business development, community engagement, or related fields.
Ability to identify and leverage campus-based opportunities for growth.
Excellent verbal and written communication.
Ability to design, execute, and manage multiple initiatives simultaneously across various institutions.
Strong interpersonal skills with a talent for building trust and long term relationships. more

Key Responsibilities:


Timely Order Picking.
Fast, efficient and Accurate order verification.
Zero Incomplete Orders / Wrong order.


Requirements:


Diploma in any related course. (Experience in warehousing is an added advantage)
Must demonstrate good understanding in Operations & Orderliness.
Accurate in task handling.
Ability to work under minimal supervision.
Ability to... work extended hours or days /Flexibility more

Key Responsibilities:


Receive and verify returned goods from courier partners.
Conduct basic quality checks (item match, condition,completeness)
Update return records in the system and flag discrepancies.
Coordinate handover to the After Sales Team.
Maintain daily reports and an organized workspace.


Requirements:


Diploma in Logistics, Supply Chain, or a related... field.
1-2 years experience in warehouse/logistics/e-commerce (preferred).
Keen attention to detail and good organizational skills.
Basic knowledge of warehouse or e-commerce systems is a plus more

Key Responsibilities:


Market Expansion & Mapping: Conduct field mapping and research in line with KiliShop development targets to identify high-potential locations for expansion.
Agent Recruitment & Activation:Identify, contact, and onboard potential Kilishop Agents in target
regions. Activation process for newly established KiliShops, ensuring all prerequisites are met.
Training &... Capacity Building:Conduct comprehensive training for newly activated KiliShop Agents on operational procedures and platform usage. Provide ongoing training and refresher sessions for existing Agents to address operational gaps and improve performance


Requirements:


Bachelors degree in Business, Marketing, or a related field.
Minimum of 2 years' experience in business development, field operations, or a similar role.
Strong communication skills.
Ability to work independently and manage regional field activities. more

Key Responsibilities:


Thoroughly inspect products for defects, damages, and functional issues.
Perform comprehensive tests to verify product functionality and adherence to specifications.
Interact with customers to resolve issues, provide technical support, and ensure satisfaction.
Accurately record inspection results and customer interactions in our... database.


Requirements:


Minimum of 1 year of experience in aftersales quality inspection, field service, or related field.
Strong understanding of electronics and familiarity with basic repair and maintenance techniques.
Excellent verbal and written communication skills to effectively interact with customers and team members.
Ability to identify and troubleshoot issues, and implement solutions.
Proficiency in Microsoft Office Suite and other relevant software.
A commitment to providing exceptional customer service.
Bachelors degree in a related field. more

Duties & Responsibilities:


Increase sales of the local sellers for home and kitchen category.
Strengthen seller business relationships and maintain regular communication with the sellers.
Carrying-out background information check for the home and kitchen category sellers.
Following up on fulfillment and inventory update for home and kitchen category sellers. Drive promotion and... marketing initiatives for home and kitchen category sellers.
Price negotiation and engaging the sellers in preparation for the campaigns.


Requirements:


Minimum of a Bachelor degree in any related course.
Rich product knowledge and familiar with e-commerce industry information.
Takes initiative, has a strong sense of responsibility and can go the extra mile.
Excellent negotiations skills and a problem solver.
Ability to work under pressure.
Outstanding communication skills, both written and verbal.
Outstanding organizational skills. Analytical skills and keen on details. more

Duties & Responsibilities:


Making daily payments to online merchants and service providers.
Lipapay system reconciliations.
Filing.
Following up with pending payments.
Updating weekly sellers settlement sheet.
Downloading and uploading M-pesa statements on system for reconciliation.
Any other duties allocated by superiors.


Requirements:


Bachelors degree B.com/CPA/ in... Finance, Accounting or its equivalent.
Experience at-least 2years in a similar role more

Duties & Responsibilities:


Handle Live Chat Tickets.
Respond to WhatsApp chats.
Follow Up on all raised customer issues to completion.
Attain the required customer satisfaction rate.
Attain daily clearance and response rate below 3min.


Requirements:


Degree or diploma in a Business related Course.
Experience in a similar role.
Good Customer Service Skills.
Good... Communication Skills.
Problem Solving Skill. more

Key Responsibilities:


Drop Shipping (DS) Order Fulfillment
Sharing Daily LPOS to deliver the DS orders within the course of the day.
Received Drop Shipping orders from the inbound team and processed them immediately.
Printed LPOs for Processing the received DS orders.
Made sure delayed orders are delivered by sellers at DS hubs.
Updated pending orders for Delayed orders and... after-sale issues on Qingflow system.
Customer Support/Aftersale Queries
Replying customer messages in SOP stores.
Assisting offshore team on after-sale applications.
Calling out clients concerning their after-sale application to know the condition of the item so as to decide whether it can be exchange, return, refund or it should be repaired.
Follow up with service centers to prepare the items as quick as possible.
Notifying sellers concerning their after-sale applications.
Vendor Support.
Prepared vendor payment and submitted for approval on time.
Retrieved POP and Sales report and shared with sellers.
Price negotiations with sellers for preparation for platform campaigns.
Sending stock updates to offshore members.


Requirements:


Diploma in Procurement/ Customer Service, Supply Chain Management or any other related field.
Proficiency in office soft-wares, including excel, word, PPT.
Serious, responsible and rigorous work attitude.
Teamwork, good time management and communication skills.
Accountable, adaptable and willing to learn & improve at all times.
High degree of professionalism with great Emotional Control
Due to the high volume of applications received, only shortlisted candidates will be contacted. more

Duties & Responsibilities:


Respond promptly and professionally to customer inquiries via phone.
Resolve customer complaints and provide solutions that align with company policies.
Process orders and returns while maintaining accurate records.
Assist customers with navigating the platform. 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.


Requirements:


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, or help desk 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 fulfillment and returns. more

Duties & Responsibilities:


Act as a strategic partner between HR and business units, ensuring alignment with company objectives.
Drive talent acquisition, workforce planning, and retention strategies.
Oversee employee relations, conflict resolution, and disciplinary actions.
Support performance management processes, including goal setting and appraisals.
Ensure compliance with labor... laws and company policies. Analyze HR metrics to inform decision-making and improve workforce efficiency.
Provide guidance to managers on HR best practices and employee engagement.


Requirements:


Bachelor's degree in Human Resource Management, Business Administration, or a related field.
5+ years of experience in HR, with at least 2 years in an HRBP role.
Strong knowledge of employment laws and HR best practices.
Excellent interpersonal, communication, and conflict-resolution skills.
Experience in talent management, performance evaluation, and employee relations.
Ability to analyze HR data and provide strategic recommendations.
Member of IHRM and in good standing more

Duties & Responsibilities


Safely deliver goods to designated locations in a timely manner.
Ensure all deliveries are completed accurately and on time.
Adhere to all traffic laws and regulations.
Maintain cleanliness and safety of the vehicle.
Assist with other duties as needed.
Communicate effectively with the dispatch team to ensure smooth operations.
Handle customer inquiries... and resolve any issues related to deliveries.


Requirements


Must have attained the Kenya Certificate of Secondary Education (KCSE) level.
Valid motorcycle riding license.
Proven experience as a delivery rider or similar role (minimum 1 year).
Good knowledge of Nairobi and surrounding areas.
Excellent time management and organizational skills. Strong customer service skills.
Ability to use Google Maps effectively.
Fluent in speaking and writing English & Swahili. Must be physically fit.
Must have a personal motorbike
Please include, your current and expected remuneration in your CV.
Due to the high volume of applications received, only shortlisted candidates will be contacted. more

Duties & Responsibilities:


Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and loyalty.
Build and manage a high-performing customer service team, including recruitment, training, coaching, and performance evaluation.
Foster a customer-centric culture within the organization, emphasizing the importance of customer service... excellence.
Set performance goals and KPIs for the customer service team and monitor progress regularly to ensure targets are met or exceeded.
Collaborate with cross-functional teams, such as operations, logistics, and marketing, to identify customer service improvement opportunities and implement effective solutions. Implement and maintain customer service tools, technologies, and systems to streamline processes and improve response times.
Monitor customer service metrics and generate reports to identify trends, areas for improvement, and opportunities for operational efficiency.
Handle escalated customer complaints or complex issues and ensure prompt and satisfactory resolutions.
Stay up to date with industry trends, customer preferences, and emerging technologies to proactively identify innovative ways to enhance the customer experience.
Conduct regular training sessions for the customer service team to improve product knowledge, communication skills, and problem-solving abilities.


Qualifications:


Education: Diploma, degree or higher.
Experience: Proven track record in a senior customer service leadership role within the e-commerce or retail industry.
Strategic Implementation: Demonstrated success in creating and implementing effective customer service strategies that improve customer satisfaction.
Leadership: Strong leadership skills with the ability to inspire, motivate, and mentor a diverse team. Analytical Skills: Ability to leverage data and key metrics to drive performance improvements and ensure continuous progress.
Problem-Solving: Proactive problem-solving capabilities with a diplomatic and empathetic approach to handling complex customer issues.
Technical Expertise: Familiarity with customer service technologies, including CRM systems, live chat platforms, and social media management tools.
Communication: Excellent communication and interpersonal skills to collaborate effectively with stakeholders at all levels.
Organization: Exceptional organizational and time management skills to prioritize tasks and achieve targets.
Process Optimization: Experience in analyzing and improving customer service processes for greater efficiency and satisfaction.
Metrics Monitoring: Expertise in tracking key performance indicators (KPIs), such as response times and customer satisfaction scores. more

Duties & Responsibilities


Computers and Tablets Online Store Management
Order Fulfillment
Products Recommendation
SNS Operations
Uploading New Products and Platform Promotions
Stock balancing


Requirements


Bachelor's degree in Sales and Marketing or a related field.
E-commerce and Digital Marketing Knowledge
Product Knowledge and Inventory Management
Customer... Service Skills
Communication Skills
Sales Skills (2 months or above experience in computer sales) Problem-Solving Skills
Computers and Tablets products promotion and sales
Marketing and Branding Awareness
Inter-Personal Skills
Time Management and Organization
Attention to Detail and Tech-Savvy
Cyber Security Knowledge: Ensuring the online store adheres to security protocols to protect customer data more

Duties & Responsibilities


New Energy Online Store Management (Bluetti, Marstek, EcoFlow, Hithium)
Order Fulfillment
Products Recommendation
SNS Operations
Uploading New Products and Platform Promotions
Stock balancing
New Energy products promotion and sales


Requirements


Bachelor's degree in Sales and Marketing or a related field. E-commerce and Digital Marketing... Knowledge
Product Knowledge and Inventory Management
Customer Service Skills
Communication Skills
Sales Skills (2 months or above experience in New Energy sales) Problem-Solving Skills
Marketing and Branding Awareness
Inter-Personal Skills
Time Management and Organization
Attention to Detail and Tech-Savvy
Cyber Security Knowledge: Ensuring the online store adheres to security protocols to protect customer data more