About Company
Jumia is a leading e-commerce platform in Africa. It is built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers to connect and transact, making online shopping accessible and convenient. Jumia Logistics enables the delivery of millions of packages through our robust network of local partners. JumiaPay facilitates secure payments of online transactions for the entire Jumia ecosystem. With a core mission to improve the everyday lives of Africans through technology, Jumia has been at the forefront of driving digital transformation across the continent since 2012. Operating in multiple African countries, Jumia provides a vast selection of products at competitive prices, coupled with excellent customer service, striving to be the preferred online shopping destination for everyone.
Job Description
Are you a natural communicator with a passion for helping others? Do you thrive in a fast-paced environment and excel at resolving issues with empathy and efficiency? Jumia Nigeria is actively seeking a dedicated and proactive Customer Care Officer to join our dynamic remote team, specializing in online chat support. In this crucial work-from-home role, you will serve as the primary point of contact for our valued customers, addressing their inquiries, providing effective solutions, and ensuring a seamless shopping experience through various digital communication channels, predominantly live chat. This is an exciting opportunity to contribute to Africa’s leading e-commerce platform from the comfort and convenience of your home, utilizing your exceptional problem-solving skills to build strong customer loyalty and uphold Jumia’s unwavering commitment to service excellence.
As an Online Chat Customer Care Officer, you will be instrumental in managing multiple customer interactions simultaneously, providing real-time support for a wide array of topics including order tracking, product information, payment issues, returns and refunds processes, technical assistance, and comprehensive complaint resolution. We are looking for an individual who is not only highly proficient in written communication but also possesses a keen eye for detail, a patient demeanor, and the ability to de-escalate potentially challenging situations professionally while consistently maintaining a positive and helpful tone. Your primary goal will be to resolve customer issues on the first contact whenever possible, transforming potential frustrations into positive, memorable experiences. You will also play a key role in identifying emerging trends in customer feedback to help inform and improve our services and product offerings. Join us and be a part of a team that is redefining e-commerce in Africa, empowering millions of customers, and significantly contributing to economic growth across the continent!
Key Responsibilities
- Respond promptly and professionally to customer inquiries via online chat, email, and other digital platforms.
- Provide accurate information regarding products, orders, delivery status, payment options, and company policies.
- Resolve customer complaints and issues effectively and efficiently, escalating complex problems to the appropriate department when necessary.
- Maintain a high level of customer satisfaction by delivering polite, friendly, and helpful service.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and assess customers' needs to achieve satisfaction and prevent future issues.
- Collaborate with internal teams (logistics, sales, technical) to ensure timely resolution of customer concerns.
- Stay updated on product changes, new services, and company policies to provide informed support.
- Contribute to team efforts by accomplishing related results as needed and participating in team meetings.
Required Skills
- Proven customer support experience, preferably in an online or chat-based environment.
- Excellent written communication skills with impeccable grammar, spelling, and punctuation.
- Ability to type quickly and accurately, efficiently managing multiple chat conversations simultaneously.
- Strong problem-solving and analytical abilities to diagnose and resolve customer issues effectively.
- High level of empathy and a genuinely customer-centric approach.
- Proficiency in using CRM software and online communication tools.
- Ability to work independently and manage time effectively in a remote work setting.
- Reliable high-speed internet connection and a conducive home office environment.
- Proficiency in English; knowledge of local Nigerian languages is a significant advantage.
Preferred Qualifications
- Bachelor's degree or HND in any discipline.
- Experience in the e-commerce or retail industry.
- Familiarity with Jumia's products and services.
- Ability to learn new software and systems quickly.
- Experience with ticketing systems like Zendesk, Freshdesk, or similar platforms.
Perks & Benefits
- Competitive monthly salary.
- Opportunity to work from home, offering flexibility and enhanced work-life balance.
- Comprehensive training programs and ongoing professional development opportunities.
- Exclusive access to Jumia's employee discounts on a wide range of products.
- A vibrant, supportive, and collaborative remote team culture.
- The chance to contribute to a rapidly growing and impactful company shaping Africa's digital economy.
- Access to health and wellness initiatives.
How to Apply
Interested and qualified candidates are strongly encouraged to apply by clicking on the application link below. Please ensure your resume or CV clearly highlights your relevant customer service and remote work experience, demonstrating your suitability for this role. We look forward to reviewing your application!