At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.
You need to follow simple guidelines:
- Before applying, make sure you discussed the opportunity with your direct manager and both of you agree that this is positive for your development (Direct manager to draft a recommendation letter).
- Please ensure there is a match in level & location.
WHAT YOU WILL BE DOING:
- Investigate and resolve customer disputes, discrepancies, and escalations according to established procedures and guidelines.
- Collaborate with cross-functional teams, including product, operations, and finance, to escalate and resolve complex customer issues.
- Educate customers on platform features, policies, and best practices.
- Maintain accurate and detailed records of customer interactions and resolutions.
- Continuously identify opportunities for process improvements and enhancements to streamline customer support operations.
- Uphold company policies, procedures, and service level agreements to ensure a high standard of service delivery.
WHAT WE ARE LOOKING FOR:
- High school diploma or equivalent; bachelor's degree preferred.
- 5+ years of experience in customer service, or a related field.
- Strong communication skills, with the ability to convey information clearly and effectively to customers.
- Excellent problem-solving skills, with a proactive and solution-oriented approach to resolving issues.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Ability to work independently as well as collaboratively within a team.
- Positive attitude, empathic, and a customer-focused mindset.
WE OFFER:
- An entrepreneurial yet structured environment for personal and professional growth.
- A chance to make a significant impact in building Africa's e-commerce sector.
- Opportunity to work with a highly professional and dynamic team.
