CXP Specialist for Jumia E-commerce

Job description:

1. Manage platform VIBES rules and penalty design.

2. Solution focus, basing on current customer issues to map solutions.

3. The team deal with customer issue daily. Review and monitor weekly/monthly service standards achievement, compile statistics report regularly and conduct investigation on non-conformance cases.

4. Conduct daily, weekly routines and participate in operations studies to develop new service or change processes to address business needs.

5. Prepare procedure manual write up and/or system change as per change in operations requirements, by liaison with user department and IT department.

6. Communication with oversea stakeholders for improvement idea, process optimization and drive result with global operation team.

7. Monitor end to end lead time performance on postal, standard seller leadtime of Drop shipping modal.

Requirements:

1. Excellent in oral and written English.

2. Passionate and proactive on process optimization and solutions.

3. More than 1 years working experience in customer service management or project managers is a plus

4. Deep dive and drive for problem solving structurally.

5. Good communication skill.

6. Excellent in Microsoft productivity tools is a plus

What is Jumia’s cross-border marketplace?

Since 2016, Jumia, the leading e-commerce platform in Africa has opened its platforms to cross-border sellers based in China and soon to European/ US sellers for them to sell their products directly to African end-customers. Jumia Global is the business unit leading the cross-border project. Our activities include:

• Cross-border logistics (First-Mile Operations + Freight + Customs Clearance + Last-Mile Delivery & In country consignment)

• Cross-border payments

• Hunting, Training and Key Account Management of overseas sellers

• Design and improvement of Standard Operating Procedures (SOPs), reporting and systems to adapt to the cross-border activity

Part of the Asia team in Paris, you will be in contact with our central team in Paris and the different department in Africa (Finance, Jumia Service, Commercial, Customer service, Vendor operation)

As a whole, you will have to make sure we increase the relevance & experience for both customers in Africa and overseas sellers of the business.

上班地址：深圳市福田区中康路卓越城1期3栋1406