Customer Experience Agent

2 weeks ago

Cape Town, South Africa Zando Full time

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.

**WHAT YOU WILL BE DOING**:

- 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.

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