Jumia is looking for Customer Experience Officier – Full Time


Jumia is looking for

Customer Experience officier – Jumia (Full Time)

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 of customer 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
An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders

Comment postuler :
Please your CV to : thouraya.mastouri@jumia.com

Ville : Tunis
Nom / Entreprise : Jumia
Email : thouraya.mastouri@jumia.com
Adresse : Rue du Lac Ontario, les berges du lac Tunis

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