Background

Jumia is Africa's leading e-commerce platform, connecting millions of consumers with sellers and service providers. We are committed to delivering exceptional customer experiences and driving digital transformation across the continent.

Job Purpose / Summary

The Customer Service Sales & Core Agent is responsible for delivering outstanding customer support while driving sales and ensuring customer satisfaction across Jumia's platforms. This dual-role position focuses on resolving customer inquiries, promoting products and services, and contributing to Jumia's growth through excellent service and sales initiatives.

Key Responsibilities

Customer Service & Support

• Handle inbound customer inquiries via phone, email, chat, and social media regarding orders, deliveries, returns, and product information.
• Resolve customer complaints and issues efficiently, ensuring a positive resolution and customer retention.
• Guide customers through the Jumia platform, including account setup, navigation, and troubleshooting.
• Escalate complex issues to the appropriate teams when necessary.
• Maintain accurate and detailed records of customer interactions in the CRM system.

Sales & Upselling

• Identify opportunities to promote Jumia products, services, and promotional offers during customer interactions.
• Achieve individual and team sales targets through consultative selling and customer engagement.
• Educate customers about Jumia Express, JumiaPay, loyalty programs, and other value-added services.
• Follow up with potential customers to encourage conversions and repeat purchases.

Core Operations

• Process orders, returns, refunds, and exchanges in line with Jumia policies.
• Monitor and update order statuses, tracking information, and delivery timelines.
• Collaborate with logistics, vendor, and payment teams to ensure seamless customer experiences.
• Contribute to process improvements and share feedback to enhance customer satisfaction.

Reporting & Compliance

• Provide daily/weekly reports on customer interactions, sales performance, and issue resolution.
• Adhere to Jumia’s service level agreements (SLAs), quality standards, and data protection policies.
• Stay updated on product knowledge, promotions, and company policies.

Qualifications & Experience

Essential

• Diploma or equivalent; degree in a related field is a plus.
• 1–2 years of experience in customer service, sales, or e-commerce support.
• Excellent communication skills in English and [local language(s)].
• Proficiency with computers, CRM software, and e-commerce platforms.
• Strong problem-solving skills and a customer-first attitude.
• Ability to work in a fast-paced, target-driven environment.

Desirable

• Previous experience in e-commerce or a call center environment.
• Knowledge of Jumia’s platform and services.
• Additional language skills relevant to the region.
• Experience using Zendesk, Freshdesk, or similar customer service tools.

Skills

• Multi-Skilled

• Handle inbound customer inquiries via phone, email, chat, and social media regarding orders, deliveries, returns, and product information.
• Resolve customer complaints and issues efficiently, ensuring a positive resolution and customer retention.
• Guide customers through the Jumia platform, including account setup, navigation, and troubleshooting.
• Escalate complex issues to the appropriate teams when necessary.
• Maintain accurate and detailed records of customer interactions in the CRM system.
• Identify opportunities to promote Jumia products, services, and promotional offers during customer interactions.
• Achieve individual and team sales targets through consultative selling and customer engagement.
• Educate customers about Jumia Express, JumiaPay, loyalty programs, and other value-added services.
• Follow up with potential customers to encourage conversions and repeat purchases.
• Process orders, returns, refunds, and exchanges in line with Jumia policies.
• Monitor and update order statuses, tracking information, and delivery timelines.
• Collaborate with logistics, vendor, and payment teams to ensure seamless customer experiences.
• Contribute to process improvements and share feedback to enhance customer satisfaction.
• Provide daily/weekly reports on customer interactions, sales performance, and issue resolution.
• Adhere to Jumia’s service level agreements (SLAs), quality standards, and data protection policies.
• Stay updated on product knowledge, promotions, and company policies.

• Multi-Skilled

• Diploma or equivalent; degree in a related field is a plus.
• 1–2 years of experience in customer service, sales, or e-commerce support.
• Excellent communication skills in English and [local language(s)].
• Proficiency with computers, CRM software, and e-commerce platforms.
• Strong problem-solving skills and a customer-first attitude.
• Ability to work in a fast-paced, target-driven environment.
• Previous experience in e-commerce or a call center environment.
• Knowledge of Jumia’s platform and services.
• Additional language skills relevant to the region.
• Experience using Zendesk, Freshdesk, or similar customer service tools.