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.
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:
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!
Join the journey!