Customer Experience Agent- Jumia (Outsourced)


Customer Management | Cairo, EG

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 Responsibilities:

  • Provide accurate, valid and complete information by using the right methods/tools

  • Approach all matters in a non-biased and professional manner

  • Provide customer help and support via E-Mail, phone and follow up

  • Manage numerous ad hoc requests concurrently

  • Customer retention rates

  • Identify and assess customers’ needs to achieve satisfaction

  • Build sustainable relationships and trust with customer accounts through open and interactive communication

  • Follow communication procedures, guidelines and policies

  • Become a subject matter expert with respect to the customer experience, specifically on delivery and return

  • Attract potential customers by answering product and service questions; suggesting nformation about other products and services.


Required Skills: 

  • University graduate, excellent in English is a must 

  • 1+ years of experience in a customer service-related role/ Tele-Marketing is preferred.

  • Excellent written and verbal communication skills

  • Ability to thrive in a fast-paced and sometimes high-pressure environment

  • Basic computer skills and excellent phone disposition

  • Willingness to work independently or as part of a team 


We offer:

  • A unique experience in an international, entrepreneurial, yet structured environment

  • An unparalleled personal and professional improvement as our longer-term objective is to train the next generation of leaders for our future internet ventures

  • The opportunity to be part of a team full of talented people with the best backgrounds.