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Jumia One & Pay Operations Manager

Jumia
Cairo, Egypt
Posted 5 years ago
206People have clicked1 open position
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Job Details

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Job Description

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.

With over 3,000 employees in 14 countries spanning across 6 African regions, 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 for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey!


Main responsibilities

  • Set up processes, procedures, and best practices for operations, and customer service.
  • Monitor overall tickets SLA reports & Queues (JPay – JOne – JPay Fraud)
  • Manage Jumia Pay/One 2nd Line Ticketing system through Sales Force and mange day to day operations:
  • Sending Daily SMS communication with JPay customer`s refunds
  • Responsible for fraud cases with Risk and Fraud team.
  • Responsible for KYC documents.
  • Verifying KYC documents to Risk team in NG.
  • Troubleshoot and escalate related platforms technical issues to concerned teams (Porto technical team, JPay technical team).
  • Being the Focal point for all communication/escalations related to JPay/One with Mall side.
  • Do the manual/exception refunds for the customers from MasterCard payment gateway direct.
  • Handle all payment instrumental removal on JPay backend.
  • Attend weekly calls related to JPay progress and roadmap.
  • Report all issue on the spot and do health check to make sure that all transactions are going smoothly.
  • Handle all Fawry projects and all related issues (Payments – Refunds –JOne).
  • Manage the operations between JPay & other functions to ensure that the work flow & business operations are working efficiently
  • Follow up on all escalated / pending issues.
  • Cascade all new JPay/One updates/Campaigns with all concerned departments.
  • 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 communication with all business related stakeholders locally and on Central level.
  • Delivering training to JPay/One to CS team.
  • Responsible for coaching and developing team members.
  • Responsible on spotting and developing all business/process/platforms gaps with relevant stakeholders.

Job Requirements

Required Skills & Qualifications

  • Fluent spoken & written English.
  • Very good experience with MS Office tools.
  • Strong analytical skills
  • Organized, has a high sense of ownership and follow-up.
  • 3-5 Years’ of experience in CS Operations and Back office field.

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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