SW CRM Support Engineer - Jumia (Full Time) - Cairo

About Jumia Egypt Tech Centers

Want to be part of the biggest tech center in Africa and work in mixed teams with over 16 different nationalities? Join Jumia Egypt Tech Centers where tech meets purpose. At Egypt Tech Centers you will be managed by and mentored by top tech leaders in both Portugal and Egypt. You will also be working with state of the art technologies & methodologies, and using agile philosophy, all as means to improve the lives of millions of Africans across the continent by offering them convenient and affordable online solutions. And with that as our PURPOSE, innovation at Jumia NEVER stops and you will be moving from one exciting challenge to the next.

About Jumia

Jumia is the leading e-commerce platform in Africa. It is built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers to connect and transact. Jumia Logistics enables the delivery of millions of packages through our network of local partners. JumiaPay facilitates the payments of online transactions for Jumia's ecosystem.

With over 1 billion people and 500 million internet users in Africa, Jumia believes that e-commerce is making people's lives easier by helping them shop and pay for millions of products at the best prices wherever they live. E-commerce is also creating new opportunities for SMEs to grow, and job opportunities for a new generation to thrive.

With over 5,000 employees in more than 10 countries in Africa, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact in Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation.

What you will be doing:

  • Provide support services to Jumia's customer and vendor communications-related stakeholders, reviewing and analyzing reported issues or needs. 

  • Provide guidance to stakeholders to allow them to solve/bypass issues or achieve required results.

  • Identify/propose alternatives whenever possible, liaising with remaining Jumia team members whenever needed.

  • Create or follow up communications-related tickets on Jumia's HelpCenter, providing a unified point of access to all information pertaining to reported issues or requests.

  • Identify documentation needs and produce or organize the production of related materials.

  • Plan and organize tasks execution according to priority and in accordance with stakeholders needs and input.

  • Execute planned tasks.

  • Inform and update stakeholders regularly on tasks execution status.

  • Follow up and make scheduled callbacks to stakeholders when necessary.


What we are looking for:

  • Proficiency in HTML, CSS and Javascript.

  • Experience in CRM environments/tools preferred.

  • Knowledge of customer service principles and practices.

  • Effective communication skills.

  • Planning and organization skills.

  • Responsibility.

  • Willingness to cooperate with others and work to the greater good.

  • Multi-tasking capabilities.

  • Proficiency in typing and grammar.

  • Proficiency in English, and Arabic, written and verbal, clearly and accurately.

  • Proficiency in ad/banners creation and image editing, in general.

We offer:

  • Space to use and experiment new technologies on a robust tech environment
  • 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