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:
- Respond to customer inquiries and requests promptly and professionally via phone, email, chat, and social media channels.
- Listen actively to customer concerns, empathize with their situations, and provide appropriate solutions and assistance.
- Troubleshoot and resolve customer issues, escalating complex cases to appropriate teams or supervisors as needed.
- Provide product information, troubleshoot technical problems, and guide customers through self-service options and online resources.
- Educate customers on company policies, procedures, and products, ensuring understanding and compliance.
- Accurately document customer interactions, including inquiries, complaints, and resolutions, in the CRM system.
- Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer needs and improve overall customer satisfaction.
- Stay informed about product updates, promotions, and company initiatives to effectively assist customers and provide relevant information.
- Meet or exceed performance goals, including response time, resolution rate, and customer satisfaction metrics.
- Participate in training and development programs to enhance product knowledge, customer service skills, and personal growth.
