Aftersales Manager - Jumia (Full Time)

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
• Apply with your Jumia e-mail.

What you will be doing:

• Loss prevention through continuous process monitoring and tracking of all items processed by aftersales.
• Coordinating with CS regarding returned items to facilitate faster processing of the refunds or returns to the customer
• Queue management of items in transit to warehouse and items received at the warehouse
• Performance management including appraisals and training of the Aftersales team on new systems improvements
• Improve overall efficiency in Aftersales by suggesting systems improvement
• Ensure proper technical QC is carried out on all retrieved items to ascertain claims form customers and vendors.
• Give detailed analysis on returned items to VCS to advise on vendors to be penalized and SKUs to be delisted
• Ensure that proper quality check is done on each item that comes back to the warehouse
• Oversee the process of receiving and reconciliation of packages from Network and last mile team

What we are looking for:

• University Degree in a related field
• 5 years proven experience in the customer service field
• Excellent Communication Skills
• Excellent people management skills
• Customer service oriented
• Advanced risk management & problem-solving skills.
• Good working knowledge in Microsoft Office

Kindly make your application by 31st April 2025

Interview stages 

• HR meeting with the Talent Acquisition
• Technical meeting with hiring manager
• Final meeting with the functional manager