About the Company
Jumia is a leading e-commerce platform in Africa, committed to connecting consumers with millions of goods and services. We are dedicated to providing an unparalleled customer experience, from browsing to post-purchase support. Our mission is to transform the lives of Africans through internet and mobile technology, and we believe that exceptional customer service is key to achieving this.
Job Description
As a Virtual After-Sales Support Representative, you will be the frontline hero for our customers, providing stellar support and resolving post-purchase inquiries for Jumia’s diverse range of products and services. This is a crucial role in ensuring customer satisfaction and loyalty, working remotely to assist customers with order issues, returns, product questions, and technical support. You will be instrumental in maintaining Jumia’s reputation for excellent customer service.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via chat, email, and phone regarding orders, deliveries, returns, and product issues.
- Investigate and resolve customer complaints efficiently, escalating complex issues to appropriate internal teams when necessary.
- Provide accurate information about Jumia's products, services, policies, and procedures.
- Process returns, refunds, and exchanges in accordance with company guidelines.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with logistics, sales, and technical teams to ensure seamless problem-solving.
- Gather customer feedback and provide insights to improve products, services, and customer experience.
- Stay up-to-date with product knowledge, service updates, and company policies.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven customer service experience, preferably in an e-commerce or virtual support environment.
- Strong problem-solving and conflict resolution abilities.
- Proficiency in using CRM software and other communication tools.
- Ability to work independently and manage time effectively in a remote setting.
- High level of empathy and a customer-centric attitude.
- Reliable internet connection and a dedicated home workspace.
Preferred Qualifications
- Fluency in additional local Nigerian languages (e.g., Yoruba, Hausa, Igbo).
- Experience with e-commerce platforms and online retail processes.
- A bachelor's degree or HND in a relevant field.
- Familiarity with Jumia's product catalog and services.
Perks & Benefits
- Competitive monthly salary.
- Opportunity to work 100% remotely from the comfort of your home.
- Comprehensive health benefits package.
- Professional development and training opportunities.
- Access to Jumia employee discounts.
- Supportive and collaborative team environment.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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