Dispatch Operator - On Demand Services at Jumia Nigeria

Department: Services - Logistics

Job Objective

• Jumia Services is the Logistics Marketplace company of Jumia.
• The mission of Jumia Services is to create a connected and integrated network of service providers, which addresses in the best cost/quality ratio, the needs of millions of sellers and customers of Jumia.
• On-Demand Services known as Jumia Foods is currently looking for talented Dispatch Operators who will coordinate logistics for food delivery.
• You will have the opportunity to connect with customers, assist in route planning and monitoring, and handle customer complaints.

Responsibilities 

• Scheduling Riders in <1mins
• Assigning and re-assigning orders to free riders on the UN web portal
• Reassign riders within clusters/ hubs
• Follow up on partners’ dispatcher to ensure no idle time for free riders.
• Follow up/ monitoring Delayed order on Urban Ninja
• Resolve Riders complaints via phone, email, chat channels with functional teams (Customer service, Vendor Ops team).
• Escalating to the appropriate department such as Vendor Ops on restaurant issues & customer service on customer’s issues.
• Attempt to persuade customers to reconsider cancellation.
• Ensuring proper Education and communication are disseminated among riders in the community.

Qualifications & Experience

• 3+ Years experience in various fields of Customer Service, Supply chain.
• Process-oriented, well-organized with a high level of attention to detail.     
•  Excellent analytical ability: the ability to leverage analytical work into action-oriented reporting and plans of action.
• Ability to articulate the right findings using the data.
• Advanced knowledge in the following computer programs: Word, Excel, and PowerPoint.
• Excellent Communication skills & flexibility to work in different environments.
• Detail-oriented personality.
• Strong people leadership
• Team player
• Good reporting and presentation skills with a keen eye for detail
• Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion
• ​Experience or high level of comfort in logistics operations.

We Offer

• A unique experience in an entrepreneurial, yet structured environment
• The opportunity to become part of a highly professional and dynamic team working around the world
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures.