Customer Experience Associate Job in Kenya

Job Description: Customer Experience Associate
 

Jumia is the #1 leader of E-commerce in Africa. Our company is part of Rocket Internet, a global and leading incubator of startups specialized in e-commerce. 

We have already built in France successful companies like Groupon, Zalando, Wimdu, EDarling, and Glossybox… We are present in more than 20 countries in Europe, Middle East, Asia and Latin America and this accumulated experience has allowed us to develop a strong platform, which can support new ventures with both advice and capital on a truly global basis.
 

Jumia has expanded its activities in Kenya. To support our development we are currently looking for outstanding candidates interested in entrepreneurship and e-commerce to join us. 

This is a perfect opportunity to participate in an entrepreneurial adventure that will lead to the future stars of the web universe.

Job Description: 

·                     Reporting to the Head of Customer Service, the incumbent of this role will be responsible for taking ownership of a wide range of concerns, issues, and complaints from our customers and ensuring they are resolved in an efficient and professional manner in line with the SLA

·                     Handle all escalated customer issues from the CS Agents with the objective of resolving within set SLA period.

·                     Provide relentless focus and discipline to drive coordinated, systematic and sustained organization-wide customer experience programme.

·                     Identify the root cause of any customer issues and highlight them to the relevant area or department of the business.

·                     Daily report to the CS Manager on Issues logged in.

·                     Submit weekly and monthly issues report. Liaise with different department and section heads to ensure customer concerns are addressed fully and in line with the CS Processes and Policies.

·                     Highlight concerns that impact Customer Experience.

·                     Implement customer centricity throughout the whole CS department.

·                     Carry out a trend analysis of the customer issues with an overview of advising CS Manager & MD on what needs to be improved on.

·                     Communicate all process; client changes and notifications to agents in a timely manner.

·                     Provide Subject Matter Expertise support to agents.

·                     Carry out any other ad hoc duties as requested by Manager from time to time.

·                     To motivate the team to provide a first class service to all our customers

Qualifications

·                     Extensive experience in a Call Centre environment

·                     Excellent Issues Resolution skills & Complaint Handling skills.

·                     Detailed understanding of Call Centre processes & KPIs

·                     Strong people leadership

·                     Team player

·                     Ability to evaluate and prioritize work accordingly

·                     Good reporting and presentation skills with a keen eye for detail

·                     Have an ability to influence and collaborate with a team

·                     Excellent written and oral communication skills, with the confidence to interact at all levels of the organization

·                     Personal drive with a sense of urgency

·                     Ability to demonstrate strong commitment to managing initiatives to a successful conclusion

·                     Good use of Microsoft Excel, Word & PowerPoint Office suite.

·                     Proactive and lively nature, creative

·                     Understand and reinforce the organization culture amongst employees

·                     Perfect English

Additional Information

·                     A unique education in scaling new internet concepts

·                     Become part of a highly professional and dynamic team working around the world

·                     An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures

Please send your resume to: joinus-kenya@jumia.com

Only shortlisted candidates will be contacted

Join the journey!