Jumia is the largest online retail
store in Africa with over 100,000 unique visitors a day, buying everything from
Fashion to Phones. Founded in 2012 in Nigeria, Jumia's mission is to
revolutionize the concept of shopping by providing customers with the best
online shopping experience.
Jumia is part of Africa Internet Group, a leading global incubator of startups
specialised in e-commerce. Africa Internet Group is Africa's leading internet
firm, with already over 3,000 employees in over 20 African countries and huge
successes such as Jumia.com, Kaymu.com, Hellofood.com, Lamudi.com, Carmudi.com
and Jovago.com.
It is led by top talented leaders
offering a great mix of local and international talents and is backed by MTN,
Millicom and Rocket Internet.
Africa is one of the fastest growing economies in the world, offering excellent opportunities in a vibrant and booming environment. Its economic growth has enabled innovative businesses to flourish and this is where Africa Internet Group steps in.
Africa is one of the fastest growing economies in the world, offering excellent opportunities in a vibrant and booming environment. Its economic growth has enabled innovative businesses to flourish and this is where Africa Internet Group steps in.
We are currently looking for a
talented individual to join our team and embark on an exciting journey under
our production department.
Vacancy: Customer Experience Associate
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 program
- 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
- Degree/ Diploma in Business/ Administration/
Customer Service
- 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
Vacancy: Customer Service Agent
Job Description:
Job Description:
- Assist Selling processes for our customers and
generate additional Sales
- Coordinate information to customers browsing
our websites during store discovery, order and checkout. Including after
sales support.
- Perform phone conversation with customers to
answer their questions, provide information and advise them.
- Handle special requests and complaints of
customers
- Collect and store useful data within our
backend system
- Ensure follow up through emails, phone or any
required means.
Qualifications
- A basic degree/ diploma
- Excellent communication skills
- Excellent command of English & Kiswahili
- Good computer and keyboard skills
- Prior Experience in Customer care is an added
advantage
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
How to Apply
If you want to join some of the
fastest growing companies in the world, please send your resume to the
following addresses, by specifying the position on the e-mail subject, to the
following contacts :
joinus-kenya@jumia.com
joinus-kenya@jumia.com
Only shortlisted candidates will be
contacted
Join the journey!
Join the journey!