CXP Agent

Zando was founded in 2012 and since then has grown exponentially to become South Africa's biggest online fashion store. Zando forms part of the Jumia Group, the leading e-commerce platform in Africa. With over 1 billion people and 500 million internet users in Africa, Jumia believes that e-commerce is making people's lives easier by helping them shop and pay for millions of products at the best prices wherever they live. E-commerce is also creating new opportunities for SMEs to grow, and job opportunities for a new generation to thrive. With over 5, 000 employees in more than 10 countries in Africa, 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 in Africa and offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation.

We are looking for a highly motivated and customer-oriented individual to join our team as a Customer Experience Agent. The ideal candidate will have a passion for providing excellent customer service and a strong understanding of the customer experience.

WHAT YOU WILL BE DOING:

• Conducting quality assessments on all customer communication channels (e.g. call, email, live chat and social media)
• Providing coaching to Customer Service Agents on an weekly basis
• Conducting root cause analysis and consistently investigating and reviewing processes
• Effectively managing complaints and escalations within the allocated SLA
• Work with other departments to ensure a positive customer end to end experience
• Assisting the Customer Service team to achieve SLA on customer queries
• Complete routine hygiene checks on all platforms, identify improvements and work with other teams to implement changes

WHAT WE ARE LOOKING FOR:

• Grade 12 certificate
• Experience in a call center environment
• Excellent communication skills
• Intermediate level in MS Office package with a specific focus on Excel
• Proven ability to remain calm under immense pressure
• Strong attention to detail
• Experience delivering great customer service that drives quality and resolution

WE OFFER:

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African e-commerce 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
• This appointment will be made in accordance with the Company's Employment Equity Plan and preference will be given to people from Designated Groups and people with a disability, provided such job applicants meet the inherent criteria of the vacancy.
• Please note only shortlisted candidates will be contacted.