VXP Agent - Jumia (Full Time)

What you will be doing:

• Engage with customers in real-time through our Virtual Experience Platform to provide assistance, answer inquiries, and resolve issues promptly and effectively.
• Utilize chat, video, and other virtual communication channels to deliver personalized and engaging customer experiences that align with our brand values and service standards.
• Demonstrate expert knowledge of our products, services, and policies to address customer questions, concerns, and requests accurately and efficiently.
• Proactively identify opportunities to enhance the customer experience and provide feedback to the VXP Team Lead and other stakeholders for process improvements and platform enhancements.
• Collaborate with cross-functional teams, including product, marketing, and IT, to stay informed about product updates, promotions, and technical issues, and ensure accurate and up-to-date information is provided to customers.
• Maintain accurate and detailed records of customer interactions and transactions in CRM systems or databases, including logging inquiries, resolutions, and feedback.
• Stay informed about industry trends, emerging technologies, and best practices in virtual customer service, and actively seek opportunities for professional development and skill enhancement.
• Adhere to company policies, procedures, and guidelines, including privacy and security protocols, to ensure compliance and protect customer data and confidentiality.

What we are looking for:

• 1 - 2 years of experience in customer service, virtual support, or a related field, with experience using virtual communication tools and platforms.
• Strong communication and interpersonal skills, with the ability to engage with customers effectively and build rapport in a virtual environment.
• Tech-savvy with proficiency in using digital communication tools, including chat, video conferencing, and collaboration platforms.
• Excellent problem-solving and decision-making skills, with the ability to quickly assess situations and provide appropriate solutions and assistance.
• Ability to multitask and prioritize tasks in a fast-paced and dynamic environment, while maintaining a high level of attention to detail and accuracy.
• Positive attitude, resilience, and adaptability to navigate challenges and maintain a high level of customer satisfaction.
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, based on business needs.

 

• Deadline for applications: 30-03-2026
• Round of Interviews:
  1. Technical Meeting with your potential manager
  2. Technical Meeting with your potential functional manager
  3. HR Meeting with our Talent Acquisition team