SW CRM Support Engineer

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 call backs to stakeholders when necessary.

Job Requirements

• 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 for 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.