Inbound Associate, Email at Jumia Nigeria

Jumia is Africa's leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services. It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.We are recruiting to fill the position below:Job Title: Inbound Associate, Email Location: LagosDepartment: OperationsJob Type: Full TimeResponsibilitiesAs an Inbound Associate, Email, your responsibility is to provide exceptional customer service in a prompt, respectable and courteous manner to ensure customer concerns are resolved in both written and verbal format. In particular you will: Provides accurate (90% accuracy rate), timely, and professionally written responses to chats & emails within set guidelines.Support customers by responding to inbound email and chat and phone support as needed.Interacting with vendors via Emails(Sales Force) to resolve all issues relating to operational performance.Consistently ensure world class customer service that fully supports Jumia brand promises in written and verbal format.Work independently to make sound decisions and resolve complex customer situations.Identify critical customer service issues and report them.Achieve all effectiveness and efficiency metrics, including Email Handle Time (EHT), Chat Handle Time (CHT), Chat Wrap Up, Phone Handle Time (PHT), Quality and Voice of the Customer (VOC), Schedule Compliance, and Unavailable time.Contributing to good vendor experience by resolving > 90 % of vendor complaints within 24 hours to ensure vendor satisfaction 

Apply at