Customer Experience Officier

  • Jumia
  • Tunis, Tunisia
  • Apr 29, 2019
Full Time

Job Description

Customer Experience Officier - Jumia (Full Time)

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers. Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery. With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey!

Main Responsabilities

Manage the customer experience team to deliver :

  • Management of customer SLA and backlog (delivery, returns, refund)
  • Management and turnaround of unsatisfied customers
  • Pro-active management of new customer experience after delivery event
  • Resolution of escalated issues with other departments
  • Customer NPS improvement

Manage and improve all aspects of customer experience

  • Develop and implement proactive plans to enhance the customers experience across all touch points
  • Monitor and improve all customer communication for consistency and accuracy
  • Determine priority improvements on the customer journey by maintaining contact with customers; going on delivery runs; benchmarking best practices; analyzing information and applications
  • Monitor competitor’s offerings for best practice on service calibration

Drive Cross departmental projects around customer experience

  • Drive product quality improvement via proactive and re active management of assortment and operations (quality check, delisting, packaging material improvement)
  • Drive a customer centric culture and accountability in various other teams
  • Develop customer’s insights alongside with marketing and commercial team through focus groups and surveys
  • Drive customer first project: design and implement a company wide program placing the customer at the center of all focus.

Groom and manage the next generation ofcustomer experience agents

  • Create and implement trainings internally for CX team to enhance CS KPIs and process compliance

Required Skills and qualifications

  • Excellent multi – tasking skills
  • Clear communication and reporting capabilities
  • Team management and leadership skills
  • 2+ year experience

We Offer

  • A unique experience in an entrepreneurial, yet structured environment
  • A unique opportunity of having strong impact in building the African ecommerce sector
  • The opportunity to become part of a highly professional and dynamic team
  • A n unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders