Customer Service Executive Job in Kenya

Vacancy: Customer Service Executive

Location: Nairobi

Starting Date: Immediately

Who are we?

Kilimall is Kenya's leading e-commerce company launched in July 2014 that specializes in providing a wide range of consumer products and services to customers across various regions.

As a fast-growing online marketplace, Kilimall is dedicated to delivering excellent customer service and ensuring customer satisfaction.

We invite you to be part of our team by submitting your application to the following role based in Nairobi.

Customer Service Chief Executive

As the Customer Service Chief Executive, you will be responsible for overseeing and managing all aspects of the customer service department.

Your primary goal will be to ensure exceptional customer experiences and uphold the company's commitment to customer satisfaction.

You will lead a team of customer service representatives and work closely with other departments to enhance customer support processes, implement best practices, and drive customer-centric initiatives.


  • 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.

Who Are You?

Required Skills and Competencies:

  • Bachelor's degree in business administration, management, or a related field. An MBA is a plus.
  • Proven experience in a senior customer service leadership role within the e-commerce or retail industry.
  • Demonstrated success in developing and implementing customer service strategies and driving customer satisfaction.
  • Strong leadership skills with the ability to inspire, motivate, and mentor a diverse team.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
  • Analytical mindset with the ability to leverage data and metrics to drive performance and continuous improvement.
  • Proactive problem-solving skills and the ability to handle complex customer issues with diplomacy and empathy.
  • Familiarity with customer service technologies, such as CRM systems, live chat platforms, and social media management tools.
  • Knowledge of e-commerce trends, customer behavior, and industry best practices.
  • Exceptional organizational and time management skills with the ability to prioritize and meet deadlines in a fast-paced environment.

If you are passionate about delivering outstanding customer experiences and possess the leadership skills to drive a customer-centric culture, we would love to hear from you.

Join Kilimall and contribute to our mission of becoming the preferred online marketplace for customers across the region.

Are you interested in this position and do you meet the minimum requirements?

Apply by sending an email with your CV and a convincing cover letter to clearly stating the subject heading “Customer Service Chief Executive” by 20th June 2023.

Please state your current and expected remuneration in your CV.

Due to the high volume of applications received, only shortlisted candidates will be contacted.