Aftersales Team Lead - 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.

Job Overview
The Aftersales Team Lead is responsible for accurately processing customer returns by evaluating claims and product details, managing the flow of items to inventory, vendors, and customers.

What You Will Be Doing

• Oversee the process of receiving and reconciliation of packages from the Network team.
• Ensure proper quality checks are done on each item to ascertain customer claims.
• Ensure all packages are processed on time.
• Prevent losses through continuous process monitoring and tracking of all items processed by aftersales.
• Manage the queue of items in transit to, and received at, aftersales.
• Drive performance management, including appraisals and training of the aftersales team on system improvements.
• Improve overall efficiency in aftersales by suggesting system improvements.
• Escalate issues to senior management within an appropriate time frame and provide the fulfilment manager with end-of-day/shift handover information.

What We Are Looking For

• Bachelor's degree (Logistics, Supply Chain, or a good degree).
• Proficient in Microsoft Office (Excel, PowerPoint, Word, Email, Internet, etc.).
• Proficient in Google Office Suite (Drive, Sheets, Docs, Gmail, etc.).
• Proven experience in FMCG, warehouse management, or order management experience.
• Experience with quality assessment and control management.
• Experience managing an aftersales process in FMCG or e-commerce is an added advantage.
• Performance-driven, able to handle pressure and meet strict deadlines.
• Attention to detail and high level of accuracy and precision.
• Self-organization, coordination, prioritization, follow-up, and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to motivate staff.
• Willingness to work overtime from time to time as mutually agreed.
• Candidate must be based in or willing to relocate to Abuja

• Deadline for applications: 18-08-2026
• Round of Interviews:
  1. Technical Meeting with your potential manager
  2. Technical Meeting with your potential functional manager
  3. HR Meeting with our Talent Acquisition team