Customer Experience Agent
7 days ago
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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