Duties and Responsibilities
- Handle vendors' cases and interactions with providing support through different channels
- Perform as functional bridge amongst vendors and coordinate with internal stakeholders
- Provide accurate and complete responses to vendor inquiries and document all interactions
- Facilitate the resolution of escalated vendor-related issues
- Identify improvement areas and perform closely with all internal stakeholders to prepare solutions
- Create outbound calls to update vendors on the cases’ status and troubleshoot vendor problems
- Maintain a high level of quality, vendor satisfaction and first call/contact resolution
- Ensure Service Level Agreements (SLA) with vendors are in place for different services.
- Educate vendors about the processes, SLAs and the best practices to be followed.
Benefits and Offers
- 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
Job Requirements
- Excellent writing command and typing speed for both Arabic and English
- BA/BS degree with experience in Customer/Vendor Service or similar CS role
- Knowledge with e-commerce (Email and Chat support) or call center end to end process is a plus
- Excellent written and verbal communication skills
- Detail oriented with the ability to multitask and stay organized
- Can work under pressure and solve complex issues
- Proficient in Microsoft Office - Excel, Word skills required
Job Details
- Company: Jumia Egypt
- Employment Type: Full-time
- Location : Cairo,Egypt