About the Company
Jumia is a leading pan-African e-commerce platform, enabling millions of consumers and sellers to connect in a vibrant online marketplace. We are dedicated to transforming the lives of Africans through technology, providing a wide range of products and services, and driving economic growth across the continent. Our customer-centric approach is at the heart of everything we do, ensuring seamless shopping experiences and reliable support.
Job Description
As a Virtual Returns & Refunds Support Agent at Jumia, you will be the front-line champion for our customers, specifically handling inquiries related to product returns, exchanges, and refund processes. This role requires exceptional communication skills, empathy, and a keen eye for detail to ensure customer satisfaction and adherence to Jumia’s policies. You will work remotely, collaborating with a dedicated team to resolve complex issues and provide timely, accurate resolutions to our valued customers across Nigeria.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, or phone regarding returns, refunds, and exchanges.
- Guide customers through the returns process, explaining policies and procedures clearly.
- Investigate return and refund requests, verifying order details, product condition, and eligibility.
- Process refunds and exchanges accurately and efficiently in accordance with company guidelines.
- Liaise with logistics, quality control, and vendor teams to resolve complex return-related issues.
- Document all customer interactions and resolutions thoroughly in the CRM system.
- Identify and escalate critical issues to senior support staff when necessary.
- Contribute to the continuous improvement of returns and refunds processes by providing feedback.
Required Skills
- Excellent written and verbal communication skills in English.
- Proven experience in a customer service or support role (minimum 1 year).
- Strong problem-solving abilities and attention to detail.
- Proficiency in using CRM software and online communication tools.
- Ability to work independently in a remote environment with minimal supervision.
- High level of empathy and a customer-first mindset.
- Reliable internet connection and a conducive home office setup.
- Basic computer literacy and typing speed.
Preferred Qualifications
- Previous experience handling returns, refunds, or dispute resolution in an e-commerce setting.
- Familiarity with Jumia's platform and services.
- Ability to communicate in a local Nigerian language (e.g., Hausa, Yoruba, Igbo).
- Associate's or Bachelor's degree in a relevant field.
Perks & Benefits
- Competitive monthly salary.
- Opportunity to work from the comfort of your home.
- Comprehensive training and ongoing professional development.
- Access to Jumia employee discounts.
- Supportive virtual team environment.
- Opportunities for career growth within a leading e-commerce company.
- Health benefits (details specified during offer).
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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