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 connect and transact. Jumia Logistics enables the delivery of millions of packages through its network of local partners. JumiaPay facilitates the payments of online transactions for Jumia’s ecosystem. With a mission to improve the lives of Africans through technology, Jumia has established itself as a key player in the digital economy, fostering entrepreneurship and bringing value to consumers across the continent. We are a fast-paced, innovative company committed to customer satisfaction and continuous improvement. Joining Jumia means becoming part of a diverse and dynamic team that is passionate about making a real impact and shaping the future of e-commerce in Africa.
Job Description
Are you passionate about helping people and eager to kickstart your career in customer service from the comfort of your home? Jumia Nigeria is looking for enthusiastic and dedicated individuals to join our growing team as a Remote Call Support Officer. This is an exciting entry-level opportunity where full comprehensive training will be provided, equipping you with all the necessary skills to excel in a dynamic e-commerce environment. As a Remote Call Support Officer, you will be the first point of contact for our valued customers, providing exceptional support, resolving inquiries, and ensuring a seamless shopping experience. You will handle inbound calls, emails, and chat messages related to orders, deliveries, product information, and payment issues, among others. We are seeking individuals with excellent communication skills, a problem-solving mindset, and a genuine desire to assist others. If you’re tech-savvy, a quick learner, and thrive in a structured yet supportive remote work setting, we encourage you to apply. This role offers the flexibility of remote work while still being part of a collaborative and vibrant team dedicated to Jumia’s success. Your contribution will directly impact our customer satisfaction ratings and play a crucial role in maintaining Jumia’s reputation as Africa’s leading e-commerce platform. We are committed to fostering a positive and inclusive work environment where every team member feels valued and supported in their professional journey.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information regarding orders, products, services, and company policies.
- Resolve customer complaints and issues efficiently, escalating complex cases when necessary.
- Document all customer interactions and resolutions accurately in the CRM system.
- Maintain a high level of product and service knowledge to effectively assist customers.
- Identify and assess customers' needs to achieve satisfaction and provide appropriate solutions.
- Work collaboratively with other departments to ensure customer issues are resolved promptly.
- Adhere strictly to company guidelines and quality standards for customer service interactions.
- Contribute to team efforts by accomplishing related results as needed and participating in continuous improvement initiatives.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and comprehension abilities to understand customer needs.
- Proficiency in using computers and navigating various software applications simultaneously.
- Ability to empathize with customers and provide solutions with a positive attitude.
- Reliable high-speed internet connection and a conducive, quiet home office environment.
- Basic computer literacy (e.g., Microsoft Office Suite, web browsers, email clients).
- Strong problem-solving and analytical skills to address diverse customer issues.
- Ability to work independently and manage time effectively in a remote setting.
- Resilience and patience when dealing with challenging customer interactions.
Preferred Qualifications
- Prior experience in customer service or a call center environment (even if informal or voluntary).
- Familiarity with e-commerce platforms and online shopping processes.
- A degree or diploma in any field from a recognized institution.
- Experience using CRM software (e.g., Salesforce, Zendesk) or similar customer support tools.
- Ability to communicate effectively in additional Nigerian languages (e.g., Yoruba, Igbo, Hausa).
Perks & Benefits
- Comprehensive paid training program to build essential skills.
- Significant opportunity for career growth and professional development within Jumia's extensive network.
- Flexible remote work arrangement, promoting work-life balance.
- Access to exclusive Jumia staff discounts on products and services.
- Health insurance benefits provided after successful completion of probation period.
- Supportive and collaborative team environment, fostering mentorship and camaraderie.
- Performance-based incentives and bonuses for outstanding customer service.
- Regular virtual team-building activities and events.
How to Apply
To apply for this exciting opportunity to join Africa’s leading e-commerce platform, please click on the application link below. Ensure your resume highlights your communication skills, problem-solving abilities, and any relevant experience, even if informal. We encourage you to submit a cover letter briefly explaining your interest in a remote customer service role and what makes you a great fit for Jumia. We look forward to reviewing your application!