About Company
Jumia is the leading e-commerce platform in Africa. We are built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers connect and transact. Jumia Logistics enables the delivery of millions of packages through our network of local partners. JumiaPay facilitates the payments of online transactions for Jumia’s ecosystem. With over 5,000 employees and over 3,000 logistics partners, we are one of the biggest employers in Africa. We are committed to creating a sustainable impact on the continent through e-commerce, and we believe that technology can transform everyday life in Africa for the better. Join our dynamic team and be a part of shaping the future of retail across the continent from the comfort of your home!
Job Description
Are you passionate about delivering exceptional customer service and thrive in a remote work environment? Jumia is looking for a dedicated and empathetic Customer Experience Agent to join our growing remote team. In this pivotal role, you will be the first point of contact for our valued customers across Nigeria, providing outstanding support through both live chat and inbound calls. Your primary goal will be to resolve inquiries, troubleshoot issues, and ensure a seamless shopping experience for every Jumia user. This is an exciting opportunity to contribute to Africa’s leading e-commerce platform, leveraging your communication skills and problem-solving abilities to make a real difference, all while enjoying the flexibility of working from your home in Lagos Island. We are seeking individuals who are not just agents, but true brand ambassadors, committed to upholding Jumia’s reputation for reliability and customer satisfaction. You will be responsible for understanding customer needs, providing accurate information about products, orders, and services, and escalating complex issues when necessary, ensuring that every interaction ends with a satisfied customer. Join a supportive team that values growth, collaboration, and making an impact. If you’re tech-savvy, a natural communicator, and eager to contribute to a fast-paced e-commerce environment, we encourage you to apply!
Key Responsibilities
- Manage a high volume of inbound customer inquiries via live chat and phone, providing accurate, complete, and timely information.
- Actively listen to customers to understand their needs and concerns, offering appropriate solutions and guidance.
- Troubleshoot and resolve customer issues related to orders, products, payments, deliveries, and account management efficiently.
- Document all customer interactions accurately in our CRM system, ensuring detailed and organized records.
- Maintain a comprehensive knowledge of Jumia's products, services, policies, and promotions.
- Collaborate with internal teams (e.g., logistics, finance, IT) to resolve complex customer issues and improve overall service.
- Adhere to company guidelines and service level agreements (SLAs) for response times and resolution rates.
- Provide feedback on customer pain points and suggest improvements to enhance the customer experience.
- Proactively identify and address potential issues to prevent future customer dissatisfaction.
- Contribute positively to a remote team environment, maintaining high productivity and a professional demeanor.
Required Skills
- Minimum of 6 months experience in a customer service role, preferably in a remote or call center environment.
- Excellent verbal and written communication skills in English, with a professional and empathetic tone.
- Strong active listening and comprehension abilities.
- Exceptional problem-solving skills and a proactive approach to issue resolution.
- Proficiency in using computers, web browsers, and basic office software (e.g., Microsoft Office Suite).
- Ability to multitask, prioritize, and manage time effectively in a fast-paced setting.
- High-speed, reliable internet connection and a quiet, dedicated home workspace.
- A strong sense of empathy and a genuine desire to help customers.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience with CRM software (e.g., Zendesk, Salesforce).
- Familiarity with the e-commerce industry and online shopping processes.
- Ability to speak additional Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
- Experience working in a remote customer service capacity.
- Post-secondary education or a Bachelor's degree.
Perks & Benefits
- Competitive salary package.
- Opportunity to work remotely from your home in Lagos Island.
- Comprehensive health and wellness benefits.
- Extensive training and ongoing professional development opportunities.
- Career growth potential within Africa's leading e-commerce company.
- Dynamic and supportive team environment.
- Performance-based bonuses and incentives.
- Contribution to a company that is making a significant impact across Africa.
How to Apply
If you are ready to embark on an exciting career with Jumia and meet the qualifications listed above, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. Ensure your application clearly highlights your customer service experience and your suitability for a remote role. We look forward to reviewing your application and potentially welcoming you to our team!