Job Vacancies in Jumia Kenya

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.

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:
  • 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:
  • 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 


Only shortlisted candidates will be contacted

Join the journey!