About Jumia:
Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.
Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.
In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.
About Jumia Cairo Tech Center
Want to be part of the biggest tech center in Africa and work in mixed teams with over 16 different nationalities? Join Jumia Egypt Tech Centers where tech meets purpose. At Cairo Tech Center you will be managed by and mentored by top tech leaders in both Portugal and Egypt. You will also be working with state-of-the-art technologies & methodologies, and using agile philosophy, all as a means to improve the lives of millions of Africans across the continent by offering them convenient and affordable online solutions. And with that as our PURPOSE, innovation at Jumia NEVER stops and you will be moving from one exciting challenge to the next.
What you will be doing
- Learning the workings of the company’s business platforms (marketplace, warehousing, logistics, payments, etc) to be able to:
- Tackle tickets on Jumia’s Help Center, maintaining an organized repository for the information regarding each reported issue.
- Identify and escalate priority issues, involving and informing appropriate stakeholders if/when needed, depending on criticality.
- Analyze each reported issue, identifying the root cause and proposing alternative actions whenever possible, liaising with other Jumia teams if/when necessary.
- Suggest solid improvements to product teams, based on support experience.
- Help and guide the company users (internal staff) in using and configuring the platforms, enforcing and promoting good practices.
- Continuously learning and keeping up-to-date on the different business platforms, as the product and development teams make them change and evolve.
- Monitoring Jumia’s internal support chat rooms and interacting with the company users (internal staff) whenever they request assistance.
- Identifying knowledge gaps and organizing focused training sessions to mitigate them.
- Identifying documentation needs and produce or organize the production of related materials.
What we are looking for
- Bachelor's degree from a university in computer science or a related field.
- A minimum of 1 year of experience working in a similar position.
- Strong proficiency in English, both written and spoken, with clear and accurate communication
- Effective listening skills.
- Comfortable using technology, particularly internet-based tools, even if only from a user standpoint.
- Understanding of customer service principles and practices.
- Enthusiasm for learning and thriving in a dynamic environment.
- Strong listening abilities.
- Willingness to collaborate with others and contribute to the greater good.
- Ability to manage multiple tasks simultaneously.
We Offer:
- A unique experience in an entrepreneurial, yet structured environment
- A unique opportunity of having strong impact in building the African e-commerce sector
- The opportunity to become part of a highly professional and dynamic team
- An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders
