Virtual Customer Service Agent for E-commerce

About the Company

Jumia is a leading pan-African e-commerce platform, building a sustainable ecosystem that provides hundreds of millions of consumers with access to online services and millions of businesses with a wider market. We are committed to empowering individuals and businesses through technology, making everyday life easier and more accessible across the continent.

Job Description

Join Jumia as a Virtual Customer Service Agent and be the voice of our brand! This exciting remote opportunity is perfect for individuals eager to start a career in e-commerce customer support, even if you have no prior experience. As a Virtual Customer Service Agent, you will be on the front lines, assisting our valued customers with their inquiries, order issues, and product information. We believe in providing comprehensive training to ensure your success, equipping you with the tools and knowledge needed to deliver exceptional service from the comfort of your home. If you’re passionate about helping people, thrive in a fast-paced environment, and are looking for a role that offers flexibility and growth, we encourage you to apply!

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Assist customers with order placement, tracking, modifications, and cancellations.
• Provide accurate information regarding products, services, and company policies.
• Resolve customer complaints and issues with empathy and efficiency, escalating complex cases when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Collaborate with internal teams to ensure customer satisfaction and continuous service improvement.
• Maintain a high level of product and service knowledge.
• Adhere to company standards and guidelines for customer interaction.

Required Skills

• Excellent verbal and written communication skills in English and Swahili.
• Strong problem-solving abilities and a customer-centric approach.
• Basic computer proficiency and ability to navigate multiple systems.
• Reliable internet connection and a quiet home office environment.
• Ability to work independently and manage time effectively.
• High school diploma or equivalent.

Preferred Qualifications

• Previous experience in a customer service role (not mandatory but a plus).
• Familiarity with e-commerce platforms and online shopping.
• Ability to adapt quickly to new technologies and processes.
• A positive attitude and a strong desire to learn and grow.

Perks & Benefits

• 100% remote work flexibility.
• Comprehensive paid training program.
• Opportunities for career advancement within a growing e-commerce company.
• Supportive team environment.
• Access to exclusive employee discounts on Jumia products.

Apply Now