Vendor Experience Agent - 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:

• Engage with customers in real-time through our Virtual Experience Platform to provide assistance, answer inquiries, and resolve issues promptly and effectively.
• Utilize chat, video, and other virtual communication channels to deliver personalized and engaging customer experiences that align with our brand values and service standards.
• Demonstrate expert knowledge of our products, services, and policies to address customer questions, concerns, and requests accurately and efficiently.
• Proactively identify opportunities to enhance the customer experience and provide feedback to the VXP Team Lead and other stakeholders for process improvements and platform enhancements.
• Collaborate with cross-functional teams, including product, marketing, and IT, to stay informed about product updates, promotions, and technical issues, and ensure accurate and up-to-date information is provided to customers.
• Maintain accurate and detailed records of customer interactions and transactions in CRM systems or databases, including logging inquiries, resolutions, and feedback.
• Stay informed about industry trends, emerging technologies, and best practices in virtual customer service, and actively seek opportunities for professional development and skill enhancement.
• Adhere to company policies, procedures, and guidelines, including privacy and security protocols, to ensure compliance and protect customer data and confidentiality.

What we are looking for:

• High school diploma or equivalent; bachelor's degree or relevant certification preferred.
•  years of experience in customer service, virtual support, or a related field, with experience using virtual communication tools and platforms.
• Strong communication and interpersonal skills, with the ability to engage with customers effectively and build rapport in a virtual environment.
• Tech-savvy with proficiency in using digital communication tools, including chat, video conferencing, and collaboration platforms.
• Excellent problem-solving and decision-making skills, with the ability to quickly assess situations and provide appropriate solutions and assistance.
• Ability to multitask and prioritize tasks in a fast-paced and dynamic environment, while maintaining a high level of attention to detail and accuracy.
• Positive attitude, resilience, and adaptability to navigate challenges and maintain a high level of customer satisfaction.
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, based on business needs.

Deadline for applications: 15-06-2025

Rounds of Interviews:

• HR Screening
• Technical Meeting with potential manager
• Technical Meeting with functional manager
• Final HR Call