Job Overview
- Experience Level
- +1 year
- Employment Type
- Full-time
- Workplace Type
- Not specified
- Location
- Cairo
- Job function
- IT & Tech
- Application Deadline
- 16 August 2025
About the Role
Learning the workings of the company’s business platforms (marketplace, warehousing, logistics, payments, etc) to be able to:
Tackle tickets on Jumia’s Help Center, maintaining an organized repository for the information regarding each reported issue.
Identify and escalate priority issues, involving and informing appropriate stakeholders if/when needed, depending on criticality.
Analyze each reported issue, identifying the root cause and proposing alternative actions whenever possible, liaising with other Jumia teams if/when necessary.
Suggest solid improvements to product teams, based on support experience.
Help and guide the company users (internal staff) in using and configuring the platforms, enforcing and promoting good practices.
Continuously learning and keeping up-to-date on the different business platforms, as the product and development teams make them change and evolve.
Monitoring Jumia’s internal support chat rooms and interacting with the company users (internal staff) whenever they request assistance.
Identifying knowledge gaps and organizing focused training sessions to mitigate them.
Identifying documentation needs and produce or organize the production of related materials.
Requirements
Bachelor's degree from a university in computer science or a related field.
A minimum of 1 year of experience working in a similar position.
Strong proficiency in English, both written and spoken, with clear and accurate communication
Effective listening skills.
Comfortable using technology, particularly internet-based tools, even if only from a user standpoint.
Understanding of customer service principles and practices.
Enthusiasm for learning and thriving in a dynamic environment.
Strong listening abilities.
Willingness to collaborate with others and contribute to the greater good.
Ability to manage multiple tasks simultaneously.