Customer Service Specialist - Live Chat

Darkaez Ltd

  • Nairobi
  • Permanent
  • Full-time
  • 16 days ago
Darkaez Ltd is a leading Business Process Outsourcing (BPO) and HR consultancy firm, providing trusted support services to organizations across HR, administration, and customer operations.We are seeking a dedicated and customer-oriented Customer Service Specialist – Live Chat to manage real-time interactions in the e-commerce sector. This role is focused on responding to inquiries, resolving complaints, and providing guidance to international customers in English throughout their journey (pre-sales, sales, and after-sales). The position offers a positive and supportive work environment, ensuring our team members are valued and respected.Working Hours:This role operates on 12-hour rotating shifts:Day shift: 8:00 AM – 8:00 PMNight shift: 8:00 PM – 8:00 AMOvertime is paid for the extra 3 hours worked.Staff are given 2 off days within 7 days.Description
  • Respond to customer inquiries via live chat in a professional, courteous, and timely manner.
  • Provide support throughout the entire order cycle: pre-sales assistance, processing support, and after-sales issue resolution (complaints, disputes, returns).
  • Maintain strong customer relationships by engaging with repeat or high-value customers and assisting with account verification.
  • Track, monitor, and resolve customer complaints, escalating issues when necessary.
  • Achieve set monthly targets for customer response and resolution rates.
  • Stay updated with e-commerce market trends to anticipate customer needs and recommend service improvements.
  • Provide accurate and detailed feedback to the operations team to improve service delivery.
Education
  • Diploma or higher
More Details on Experience
  • Previous experience in e-commerce customer service is a plus
  • Proficient in typing, Excel, and basic office software
  • Excellent written and verbal communication skills
  • Strong problem-solving and analytical skills
  • Ability to multitask and manage time effectively
More Details on SkillsSoft Skills (a must):
  • Strong timekeeping and reliability
  • Quick learner, adaptable to new systems
  • Integrity, ethics, and professionalism
  • Detail-oriented with a high level of accuracy
  • Team player with a commitment to meeting deadlines and goals

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