Dispatch Operator - On Demand Services at Jumia Nigeria

Jumia is a 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.

We are recruiting to fill the position below:

Job Title: Dispatch Operator - On Demand Services

Location: Lagos
Employment Type: Full-time
Department: Services - Logistics

Job Objective

• Jumia Services is the Logistics Marketplace company of Jumia.
• The mission of Jumia Services is to create a connected and integrated network of service providers, which addresses in the best cost/quality ratio, the needs of millions of sellers and customers of Jumia.
• On-Demand Services known as Jumia Foods is currently looking for talented Dispatch Operators who will coordinate logistics for food delivery.
• You will have the opportunity to connect with customers, assist in route planning and monitoring, and handle customer complaints.

Responsibilities 

• Scheduling Riders in <1mins
• Assigning and re-assigning orders to free riders on the UN web portal
• Reassign riders within clusters/ hubs
• Follow up on partners’ dispatcher to ensure no idle time for free riders.
• Follow up/ monitoring Delayed order on Urban Ninja
• Resolve Riders complaints via phone, email, chat channels with functional teams (Customer service, Vendor Ops team).
• Escalating to the appropriate department such as Vendor Ops on restaurant issues & customer service on customer’s issues.
• Attempt to persuade customers to reconsider cancellation.
• Ensuring proper Education and communication are disseminated among riders in the community.

Qualifications & Experience

• 3+ Years experience in various fields of Customer Service, Supply chain.
• Process-oriented, well-organized with a high level of attention to detail.     
• Excellent analytical ability: the ability to leverage analytical work into action-oriented reporting and plans of action.
• Ability to articulate the right findings using the data.
• Advanced knowledge in the following computer programs: Word, Excel, and PowerPoint.
• Excellent Communication skills & flexibility to work in different environments.
• Detail-oriented personality.
• Strong people leadership
• Team player
• Good reporting and presentation skills with a keen eye for detail
• Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion.
• Experience or high level of comfort in logistics operations.

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.

Application Closing Date
Not Specified.