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  • Posted: Sep 16, 2019
    Deadline: Not specified
  • Jumia is your number one Online Shopping solution in Nigeria. There is an online electronic store where you can purchase all your electronics, as well as books, home appliances, fashion items, shoes, mobile phones and more online and have them delivered directly to you. Jumia has payment options that suit everyone, and we have a payment-on-delivery option fo...
    Read more about this company

    Customer Service Agents - Jumia Food

    Jumia Food is an online food ordering site that allows consumers to conveniently order meals of their choice from their preferred restaurants, and have them delivered straight to their home / office.

    In particular, you will:

    • Work with the team leads to execute processes focused on improving customers’ experiences and overall service received by customers; in line with the set KPIs.
    • Escalate issues to the team lead when necessary
    • Maintain a positive, empathetic and professional attitude toward customers at all times.
    • Respond promptly to customer inquiries.
    • Communicate with customers through various channels.
    • Keep records of customer interactions, transactions, comments and complaints.
    • Communicate and coordinating with colleagues as necessary.
    • Provide feedback on the efficiency of the customer service process.

    Required Skills & Qualifications

    • Degree holder from an accredited university with at least 2 years work experience in a customer service or general operations, logistics or project management role.
    • Comfortable in a fast-paced, demanding and analytical start-up environment.
    • Proven track record in sales, with a demonstrated ability to increase network expansion/volumes.
    • Demonstrated experience in building and maintaining customer/client relationships and identifying opportunities to improve business success for both parties.
    • Creative communicator with an ability to work across multiple communication channels with experience of influencing others to drive results

    Advanced skills in MS office tools (e.g. Excel, Word and PowerPoint).

    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

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    Finance Business Partner - Jumia

    Job Descriptions

    • As a Finance Business Partner, you will apply a Finance lens and deep understanding of business issues and priorities to form a consolidated view of Jumia Services [Supply Chain Business] performance.
    • The role supports the business by translating this view of performance to provide insights for decision making and ensuring financial implications are integrated into strategic plans and help drive performance improvements whilst maintaining an independent Finance appropriate decision making.

     In particular, you will:

    • Partners with the business stakeholders to analyse financial performance and articulate the underlying delivery of actuals vs. latest forecasts on a monthly and provide recommendations and interventions to drive improved performance.
    • Timely processing & update of supply chain costs.
    • Prepare activity/ rate calculation for supply indirect, warehousing and freight
    • Analyze and report all variances impacting supply chain profitability
    • Review the transfer pricing/ costs charges by concerns & 3rd party suppliers
    • Monitor & report slow moving and obsolescent stocks
    • Co-ordinate & forecast key supply chain cost drivers that impact the financial catchup
    • Provide accurate and timely costing information and analysis to drive budget tracking & costs control
    • Assist CFO to manage annual budgeting of SC components including supply indirect
    • Provide finance business partnering to the supply chain team (make, source, plan & deliver)
    • Develop savings & profit targets/ KPIs in line with business objectives and action standards
    • Provide financial input into supply chain projects
    • Identify key areas of opportunities and improvement gaps 

    Professional Skills & Qualifications

    • Master's in Finance, Accounting, Economics or similar
    • At least 5-year experience of related commercial finance and FP&A work experience preferable in a FMCG company
    • Finance Business Partnering experience will be an added advantage
    • Experience in Supply Chain Accounting and Controls.
    • Experience in annual strategic plan and business planning.
    • Well versed dealing with similar stakeholders from Operations/Supply Chain/Buying.
    • Strong Data & Analytics experience - Advanced Excel, VBA/SQL skills required
    • Experience with the identification of risks and opportunities in the PnL.
    • Experience managing a large and complex set of stakeholders

    We Offer

    • 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

    go to method of application »

    Head of Operations Jumia Pay, West Africa

    Job Descriptions

    • Jumia Pay is a new and free online payment service that enables you to send payments online securely, instantly, and cost-effectively. The Jumia Pay Head of  Customer Service role is a unique opportunity to help drive our efforts to improve customer satisfaction on JumiaPay payments and their entire online shopping journey.
    • This is a critical role as it directly correlates to continually improving the customer experience and as a result better customer loyalty and retention. This role calls for a rare combination of proactive thinking, payment industry knowledge & interpersonal ability to manage relationships, issues and topics with customers and with all teams across the organisation.

    Job Objective

    • The Head of Operations supports the larger Financial Services team at Jumia working closely with the local teams (CS, fraud and Finance), Product, as well as central Operations. 
    • You will work closely with internal clients such as Customer Service, Finance, Accounting and Fraud as well as third party partners and banks relied upon to process payments and regulatory bodies. You will also facilitate the local operational relationship with third party payment partners, advocating for customer experience and applying operational improvements.

    In particular you will:

    • Manage and co-ordinate relationship with JumiaPay partners e.g with acquiring banks, payment gateways, merchants from in and out of the Ecosystem. 
    • Contribute in growth for JumiaPay by providing reports through various data driven analysis of operational data
    • Manage and Coordinate to ensure seamless, uniform and compliant user flow across checkouts 
    • Assess transactions success rates and work on enhancing it with Partners and Banks.
    • Manage customers’ experience and customer journey on JumiaPay.
    • Manage and lead the team of customer service agents to achieve relevant KPI such as NPS, Process adherence, PCIDSS compliance, Salesforce queue management, etc
    • Ensure periodic reconciliations with Finance Operations team are done & discrepancies are resolved if any within agreed timeline
    • Monitor the overall SLAs related to Lending partners (time to approval, time to review lending applications)
    • Ensure the smooth transition of lenders towards a full integration of the lending process with JumiaPay when it comes due (loans disbursed via Jpay wallets; loans collected via Jpay/J. One systems).
    • Ensure issues related to the platform, both operationally and Vendor Experience-wise are escalated to the central/tech team.
    • Set up processes, procedures, and best practices for operations and customer service.
    • Monitoring overall tickets SLA reports & Queues.
    • Managing JumiaPay/One 2nd Line Ticketing system through Salesforce and manage day to day operations.
    • Ensure workload and workforce management objectives are met to meet the demands of the aggressive marketing campaigns.
    • Manage reporting on all business streams.
    • Responsible for coaching and developing team members.
    • Responsible on spotting and developing all business/process/platforms gaps with relevant stakeholders.

    Required Skills & Qualifications

    • Bachelor's degree or its equivalent in Finance, Economics, Management or Law.
    • Professional accounting certification, e.g. ACA, ACCA, CPA, CIMA, CISA or other relevant higher business degree
    • Risk management certification is an added advantage.
    • Minimum of 8 years risk management experience in a reputable organization with strong risk management skills, with at least five (5) years at managing the strategic direction of a business risk unit.
    • Substantial experience of best practice risk management and governance frameworks, methodologies and emerging practice
    • Excellent management experience, including change management, with experience of successfully engaging with staff and the Board.

    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.

    Method of Application

  • Send your application

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