Vacancy title:
Customer Support Specialist

[Type: FULL_TIME, Industry: Professional Services, Category: Customer Service]

Jobs at:
Jumia Kenya

Deadline of this Job:
Friday, November 7 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Wednesday, October 15 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Description

We are seeking a proactive and customer-focused Customer Support Specialist – Post-Purchase (Aftersales Agent) to join our dynamic team in preparation for the upcoming Black Friday season. The ideal candidate will handle post-purchase inquiries and complaints across multiple communication channels, ensuring customers enjoy a seamless experience after completing their purchase.

The successful candidate will demonstrate empathy, problem-solving ability, and professionalism while resolving issues related to orders, deliveries, returns, and refunds.

Key Responsibilities

• Respond to post-purchase inquiries and complaints via email, chat, phone, and social media.
• Resolve customer issues related to orders, shipping, returns, refunds, and replacements promptly and professionally.
• Process order changes and adjustments as requested by customers.
• Document all customer interactions and cases accurately in the CRM system.
• Escalate complex or unresolved issues to relevant departments for further action.
• Collaborate closely with internal teams (e.g., logistics, warehouse, and finance) to ensure efficient problem resolution.
• Analyze customer feedback to identify recurring issues and improvement opportunities.
• Contribute to enhancing customer satisfaction and retention through excellent service delivery.

Key Skills and Competencies

• Strong communication and interpersonal skills (both verbal and written).
• Excellent problem-solving and conflict-resolution abilities.
• High level of empathy and patience in dealing with customer concerns.
• Good understanding of e-commerce processes and post-purchase workflows.
• Proficiency in e-commerce platforms, CRMs, and customer support tools (e.g., Zendesk, Freshdesk, HubSpot).
• Ability to multitask and manage time effectively in a fast-paced environment.
• Team player with a positive attitude and strong attention to detail.

Qualifications & Experience

• Diploma or Bachelor’s degree in Customer Service, Business Administration, Communication, or related field.
• Minimum of 1–2 years’ experience in a customer support or aftersales role, preferably in an e-commerce environment.
• Experience handling high-volume inquiries during peak sales periods (e.g., Black Friday) will be an added advantage.

Work Hours: 8

Experience in Months: 24

Level of Education: associate degree

Job application procedure

Interested and Qualified candidates can Click to apply 

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